Workforce Management Specialist
3 weeks ago
Job Summary
We are seeking a highly skilled Workforce Management Specialist to join our team. As a key member of our Workforce Management team, you will play a crucial role in planning, forecasting, and scheduling workloads to meet business demands.
Key Responsibilities
- Develop and maintain thorough knowledge of resource planning, scheduling, and workforce management tools to ensure effective coordination with cross-functional teams.
- Monitor and analyze historical and real-time performance data to produce accurate short-term and mid-term forecasts of FTE projections.
- Optimize resource allocation to drive financial efficiencies and meet business objectives.
- Collaborate with RTA and MI team members to adjust for exceptional short-term capacity changes and participate in reviews of real-time trending and deviations against plans.
- Perform scenario planning to best utilize and allocate resources, and work closely with Operations to facilitate a balance of shifts, rotations, and workforce allocation.
- Display advanced facilitation and presentation skills to support stakeholders in the development and review of plans, costs, and resource allocation.
- Utilize data from various workforce management tools, client, and internal MI to provide in-depth analysis of workload and improve operational performances.
Requirements
- 2+ years of experience in using a Workforce Management tool.
- Intermediate to Expert skills in Excel.
- Experience with Omnichannel and working with Outsourcers.
- Proficient use of Microsoft Office tools, including MS Word, PowerPoint, Excel, Outlook, and others.
- Working knowledge of workforce planning software, specifically IEX.
Competencies and Skills
- Customer-focused and communicative.
- Personally effective and a team player.
- Knowledge of WFM systems and practices.
- Creative and flexible.
- Organized and commercially aware.
- Lives and breathes the company values.
- Strong resilience and focus.
- Contract KPI knowledge and awareness.
- Self-motivated.
Language
English
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