Workforce Management Specialist

As a Workforce Management Specialist in our dynamic Workforce Management (WFM) team, you will play a pivotal role in designing and maintaining the schedules that ensure we deliver exceptional service to our customers. You will work closely with the WFM Lead, Planning, and Intraday functions to craft schedules that balance operational efficiency with employee satisfaction. Your role will involve a mix of analytical problem-solving, process optimization, and collaboration across multiple countries and teams.Reporting directly to the Workforce Management Lead, your mission will be to ensure that our support teams are equipped to meet customer needs efficiently while adhering to labour laws and promoting a positive work environment.

What you’ll be doing:Develop schedules that balance team preferences, compliance, and operational needs to meet forecasted demand and SLAs.Standardize and oversee processes for managing support associates time-off requests, planned absences, and shrinkage.Build and refine mid-term forecasting models to align workforce supply with predicted demand.Analyze workforce metrics like occupancy, adherence, and shrinkage, providing actionable insights for optimization.Identify and implement process improvements to enhance scheduling accuracy, forecasting precision, and workforce utilization.Collaborate with international teams to standardize scheduling routines and ensure global consistency.Establish feedback loops between Planning, Scheduling, and Intraday functions to drive continuous improvement.Partner with support agents and leadership to align schedules with business needs while improving the agent experience.