Workforce Management Senior/Lead Associate
Core
Manage end-to-end Workforce Management (WFM) and Management Information Systems (MIS) functions including forecasting, capacity planning, scheduling, and real-time management to support business requirements.
Role type
Senior/Lead Associate, Workforce Management
Builds
Staffing plans, schedules, and operational performance reports for call center operations
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
forecasting, capacity planning, scheduling, real-time queue monitoring, root cause analysis, data analytics, telephony systems knowledge, Microsoft Excel, Microsoft PowerPoint
Preferred skills
schedule generation, shift bid process, forecasting methods, CMS guidelines, TAT exposure, Cisco Webex
Responsibilities
Monitor staffing and service levels, generate performance reports and dashboards, identify risks and performance gaps, partner with stakeholders to optimize processes, support team development through coaching and training
Seniority
Senior, hands-on IC