Senior Associate, Workforce Management
Core
Own workforce scheduling for customer experience teams across phone, chat, and email channels, balancing service levels, operational costs, and employee experience.
Role type
Senior Associate, Workforce Management (WFM)
Builds
Schedules, forecasts, and staffing plans for contact center operations
Domain
Customer Support / Contact Center Operations
Required skills
Workforce scheduling, forecasting, capacity planning, shrinkage management, Erlang-based staffing, schedule adherence analysis, WFM platform proficiency, stakeholder management, process automation
Preferred skills
SQL, BI tools (Preset, Looker), Playvox, Zendesk, Five9, financial services experience, BPO management
Technologies
Playvox, NICE IEX, Verint, Assembled, Zendesk, Five9, Preset, Looker
Responsibilities
Build and maintain shift rotations and multi-skill schedules; Plan for anticipated shrinkage (PTO, training, leaves); Review and process schedule change requests; Represent WFM in projects involving operating-hour changes and technology updates; Monitor performance metrics (adherence, conformance, coverage); Improve scheduling processes using automation tools
Seniority
Senior, hands-on IC
