Workforce Management WFM Implementation
Workforce Management WFM Implementation
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
TechDriven Workforce Strategies: Predict Plan and Optimize Like a Pro
In a digital era filled with shifting landscapes Amplix serves as the trusted guide for businesses tackling IT cloud and security challenges. Their expertise goes beyond advice they act as advocates ensuring enterprises maximize returns on every tech investment. With Amplix companies don t just keep up with industry changes; they lead the way to transformation.
Job Description
As a Workforce Management (WFM) Consultant you will collaborate with customers to implement and optimize WFM tools enhancing demand forecasting scheduling efficiency and realtime operations. This role focuses on consulting rather than internal staffing providing expert guidance to improve workforce strategies streamline processes and drive operational excellence for enterprises in the everevolving IT landscape.
Shift: Monday to Friday 8 AM to 5 PM PST
Work setup: Remote/Work From Home
Customer Onboarding & Requirements Gathering
- Understand clients contact center environments business goals and workforce challenges.
- Identify gaps where WFM tools can enhance processes and efficiency.
Implementation & Configuration
- Deploy WFM software and configure modules for forecasting scheduling and intraday management.
- Troubleshoot technical issues in collaboration with IT and product teams.
BestPractice Consulting
- Provide expert recommendations for multichannel workforce management (voice email chat).
- Optimize scheduling shift assignments and adherence tracking to improve efficiency.
Training & Knowledge Transfer
- Conduct virtual and onsite training sessions for client stakeholders and endusers.
- Develop SOPs user guides and training materials to support WFM adoption.
Performance Monitoring & Optimization
- Track key performance indicators (KPIs) including service levels adherence and forecast accuracy.
- Analyze inefficiencies and propose enhancements to drive operational success.
Project Coordination & Stakeholder Management
- Serve as the primary point of contact for customers throughout project execution.
- Coordinate with internal teams to ensure timely and successful project completion.
Continuous Improvement & Thought Leadership
- Stay uptodate on WFM trends and share insights with clients.
- Represent the company in industry conferences webinars and workshops.
Requirements
The Qualifications We Seek
- Minimum of 3 years of experience in Workforce Management (WFM) for contact centers.
Soft Skills
- Excellent communication and presentation skills.
- Ability to translate technical concepts into nontechnical terms.
- Strong organizational and timemanagement abilities.
- Proactive and collaborative mindset with problemsolving skills.
Preferred Qualifications
- Experience with AIdriven forecasting or advanced scheduling.
- Knowledge of labor laws and compliance in workforce management.
Technical Expertise & Industry Knowledge
- Expertise in Workforce Management (WFM) platforms including forecasting scheduling and realtime adherence. Experience with Genesys NICE IEX 5.9 and Verint is preferred.
- Strong data analysis skills with proficiency in Excel (pivot tables complex formulas) and Business Intelligence (BI) tools for workforce optimization.
- Indepth understanding of contact center performance metrics including Average Speed of Answer (ASA) Service Level (SL) Average Handle Time (AHT) Occupancy and Adherence to enhance operational efficiency.
Benefits
Exciting Perks Await!
- 5 days work week
- Weekends off
- Work from home arrangement
- 20 vacation days in total
- Prepaid medicine
- Fullycustomized Emapta laptop and peripherals
- Indefinite term type contract
- Direct exposure to our clients
- Career growth opportunities
- Diverse and supportive work environment
- Prime Office Locations Bogot and Medellin
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit )
Your Future Team at Emapta Latam
Join Emapta Latam and be part of our mission to transform global outsourcing. Since 2010 Emapta has been at the forefront of personalized outsourcing solutions providing businesses with worldclass teams and seamless integration. With over 800 clients worldwide and more than 9300 talented professionals we offer a dynamic and rewarding work environment. Our stateoftheart facilities competitive compensation and commitment to professional growth ensure that your career aspirations are supported. Apply now and become a key player in our success story in Colombia!
#EmaptaExperience #EmaptaEra
The Qualifications We Seek Minimum of 3+ years of experience in Workforce Management (WFM) for contact centers. Soft Skills Excellent communication and presentation skills. Ability to translate technical concepts into non-technical terms. Strong organizational and time-management abilities. Proactive and collaborative mindset with problem-solving skills. Preferred Qualifications Experience with AI-driven forecasting or advanced scheduling. Knowledge of labor laws and compliance in workforce management. Technical Expertise & Industry Knowledge Expertise in Workforce Management (WFM) platforms, including forecasting, scheduling, and real-time adherence. Experience with Genesys, NICE IEX 5.9, and Verint is preferred. Strong data analysis skills, with proficiency in Excel (pivot tables, complex formulas) and Business Intelligence (BI) tools for workforce optimization. In-depth understanding of contact center performance metrics, including Average Speed of Answer (ASA), Service Level (SL), Average Handle Time (AHT), Occupancy, and Adherence, to enhance operational efficiency.
Employment Type
Full Time
