Workforce Management Specialist

At SymbosWorkforce Management (WFM) Specialist who will play a critical role in forecasting capacity planning scheduling real-time management and reporting.

What Youll Do

• Develop and maintain short medium and long-term capacity plans across programs and lines of business balancing demand drivers (volume AHT shrinkage seasonality) against supply (FTE schedules leave attrition).

• Model supply and demand scenarios to support recruitment planning training pipelines attrition assumptions and business growth or change.

• Translate forecasts into actionable hiring training and resourcing recommendations.

• Develop maintain and analyze accurate forecasts for call chat and email volumes across multiple lines of business

• Ensure schedule adherence to support business requirements operational efficiency and service excellence.

• Monitor real-time queues service levels and agent adherence; adjust as needed to ensure targets are met

• Partner with Operations leadership on capacity planning recruitment forecasting and resourcing strategy discussions

• Build and maintain standardized daily weekly and monthly insight packs for operations and leadership.

• Develop reusable dashboards templates and analytical models that scale across programs.

• Translate workforce data and trends into clear actionable recommendations.

What Were Looking For

• Bachelors Degree in any field (or equivalent work experience)

• At least 5 years of experience in Workforce Management (forecasting capacity planning scheduling real-time and reporting)

• Strong analytical and problem-solving skills with keen attention to detail

• Proficiency in WFM tools and MS Excel (experience with Avaya IEX or similar systems is a plus)

• Ability to work collaboratively with cross-functional teams

• Excellent communication skills and the ability to present data in a clear actionable way

What We Offer:

• Competitive salary

• HMO coverage starting Day 1

• Group life insurance

• Performance incentives

• Mental health helpline

• Health and wellness initiatives to support your well-being

• Access to learning & development programs to fuel your professional growth

• The chance to be part of a pioneer organization with day shift opportunities while supporting new and exciting programs

Shape the future of workforce planning with Symbos. Apply today and be part of building smarter people-first operations.