Workforce Management Senior Specialist

About the role

We are looking for a Workforce Management Senior Specialist to oversee care reporting, MIS, and all workforce management activities. The role involves analyzing agent performance history, creating and managing schedules, and ensuring schedule adherence to improve the overall customer experience journey.

Key responsibilities

• Define accurate forecasts for various functions and calculate appropriate staffing levels.
• Coordinate with operations to implement work schedules, track forecast changes, and manage shift swaps.
• Provide timely Management Information to support call centre efficiency at team and individual levels.
• Run reports, export data, modify agent skills, and activate agent traces.
• Maintain accurate employee information in WFM and related databases.
• Monitor schedule adherence and alert operations when agents fall out of compliance.
• Manage calling data strategy, schedule calling lists, and oversee daily dialer activity reporting.
• Track inbound and outbound team performance to maximize productivity.

Required profile

• 2–4 years of relevant experience in workforce management or call centre operations.
• Bachelor’s degree in a relevant field.