WFM Real Time Operations Lead
Core
Lead real-time workforce management operations for a multi-channel contact center, focusing on forecasting, skilling/routing, and reporting to optimize agent performance and staffing.
Role type
Senior Workforce Management Operations Lead
Builds
Optimized contact center staffing schedules and real-time operational workflows
Domain
Financial Services / Contact Center Operations
Required skills
Workforce management software (Verint, Aspect, Genesys), Short-term forecasting, Skilling and routing management, Data analysis (Excel, Tableau), Headcount management, Multi-channel contact center operations
Preferred skills
Vendor management, Continuous improvement strategies, Project prioritization, Microsoft Office Suite proficiency
Responsibilities
Generate and analyze workforce management reports, Manage skilling and routing processes, Create and maintain short-term forecasts, Document accurate headcount, Collaborate with business units on campaign impacts, Assist in developing WFM strategies, Address workforce-related issues with team leaders, Provide management updates
Seniority
Senior, hands-on IC
