Especialista Work Force
Core
Forecast operational demand and schedule workforce for a contact center to ensure optimal coverage and SLA compliance.
Role type
Workforce Management Specialist (Contact Center)
Builds
Staffing plans, shift schedules, and operational reports for contact center channels.
Domain
Financial Services / Contact Center Operations
Required skills
Statistical forecasting models, Capacity planning, WFM tools (Genesys, Verint, IEX, NICE, Aspect), Advanced Excel, Power BI, SQL, Labor legislation knowledge
Preferred skills
Analytics, Lean, Six Sigma certification
Responsibilities
Project operational demand using historical call volumes and seasonal trends; Create and adjust staffing plans and schedules considering productivity and absenteeism; Program shifts, breaks, and vacations to maintain operational stability; Generate executive reports on metrics like occupancy, adherence, shrinkage, and AHT; Identify process improvement opportunities to reduce operational costs.
