Workforce Specialist

Job Description

• Creates and maintains 90/120/360 day forecast and capacity plan based on volume and subscriber trends.
• Uses the forecast as a guide to modify forecasts and staffing plans.
• Track and compare forecasted and actual center statistics.
• Establish and oversee the planning, forecasting, and scheduling processes to ensure all processes are meeting expected variance targets and to improve the accuracy of both short and long-term forecasting.
• Produce daily, weekly, and monthly internal and external reports, accurately and timely.
• Assist with projects and other duties as requested or assigned.
• Experience in Aspect EWFM or Genesys or IEX.
• Preparing required internal and external workforce reports to management such as intraday reporting, Staffing GAP analysis, Seating Capacity.
• Redistribute break slots according to the intraday forecast pattern.
• Lead Staffing Calls to discuss Staff Plan with Departments such as Operations, Account Management
• Represent the Workforce Management Team in cross-directorate discussions, providing a resource-focused viewpoint and subject matter expertise.
• Monitor attendance and schedule adherence.
• Communicate with management and operations team to ensure compliance with company standards

Job Requirements

• Candidates should be qualified to University Degree level or its equivalent
• Good level in the English language (B1)
• Experience in the same position for at least 1 year is a must including using Aspect EWFM or Genesys or IEX
• Advanced skills in Excel & power query and intermediate Power BI
• Proactive approach, ability to multitask and successfully operate in a virtual team environment
• Adaptability to change and able to adjust priorities as needed