Workforce Management Senior Specialist
Core
Senior specialist managing real-time/intraday workforce operations, scheduling, and forecasting to ensure agents are positioned correctly to meet global support metrics and SLAs.
Role type
Senior Workforce Management Specialist (Intraday)
Builds
Optimized agent schedules, real-time operational capacity, and data-driven efficiency improvements for a global fintech support model.
Domain
Fintech / Global Financial Services / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Workforce Management (WFM) mastery, Real-time/Intraday management, Schedule optimization, Forecasting, Incident management, Data analysis (SQL/Python), WFM tooling expertise, Strategic planning
Preferred skills
Calabrio experience, Twilio experience, Fintech background, Workflow automation experience
Technologies
SQL, Python, G Suite (Sheets/Excel), Calabrio, Twilio
Responsibilities
Monitor SLAs and metrics in real-time, create and adjust agent schedules based on forecasted volumes, manage high-pressure incidents and lost hours, iterate forecasts and introduce alternatives, execute weekly strategic plans and OKRs, automate WFM processes to reduce waste, communicate operational status to stakeholders, collaborate with product and operational teams.
Seniority
Senior, hands-on IC