Workforce Management Senior Specialist
Core
Manage care reporting, MIS, and workforce management tasks including forecasting, scheduling, and performance analysis to enhance customer experience.
Role type
Senior Workforce Management Specialist
Builds
Optimized agent schedules and accurate workforce forecasts for call center operations
Domain
Contact Center Operations / Workforce Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Forecasting, schedule generation, MIS reporting, data analysis, database management, performance monitoring, dialer management, process improvement
Preferred skills
None stated
Technologies
WFM systems, MIS tools, dialer systems
Responsibilities
Define accurate forecasts and calculate right-sizing per function; coordinate work schedules and manage shift swapping; generate Management Information reports for efficiency; run reports and export data; maintain employee information in databases; monitor schedule adherence and notify operations of deviations; manage dialer activity and daily reporting; monitor team and agent performance for inbound/outbound systems; liaise with Shift Managers and Agents to maximize campaign productivity.
Seniority
Mid-level Specialist (2-4 years experience)
