Job Summary:
The Contact Centre Workforce Management (WFM) Specialist is responsible for optimizing the performance and efficiency of the contact centre through effective forecasting, scheduling, real-time monitoring, and capacity planning.
This role plays a key part in ensuring adequate staffing to meet service level agreements (SLAs), improve customer experience, and support operational goals.
Key Responsibilities:
1. Forecasting & Planning
Analyze historical data and trends to forecast contact volumes and workload.
Create short-term and long-term forecasts and capacity planning models for multi-channel support (voice, chat, email, etc.).
Collaborate with internal stakeholders and clients to understand business drivers that may impact forecast accuracy.
2. Scheduling
Develop and maintain agent schedules based on forecasted demand.
Ensure optimal coverage across shifts, holidays, and peak periods.
Monitor adherence to workforce policies, including shifts, breaks, and time-off.
3. Real-Time Management (RTM)
Monitor real-time contact centre performance, including queue volumes and agent adherence.
Identify and respond to deviations from the schedule or performance issues.
Communicate adjustments or escalations to team leads and operations as needed.
4. Reporting & Analytics
Produce and distribute daily, weekly, and monthly reports on key WFM metrics (e.g., service levels, occupancy, shrinkage).
Recommend operational adjustments based on data insights.
Support performance improvement initiatives by providing actionable data.
5. System & Process Optimization
Maintain WFM systems/tools (e.g., Verint, NICE IEX, Aspect, Genesys, etc.).
Identify opportunities for automation and process improvements within WFM operations.
Train staff on WFM tools and best practices as needed
Qualifications:
Education:
Bachelor's degree in business, statistics, or a related field preferred.
Experience:
5-10 years in omnichannel contact centre environment; at least 5 years in a senior workforce management forecasting & capacity planning role preferred.
Skills:
Strong analytical and problem-solving abilities.
Proficiency in WFM tools (e.g., NICE, AWS).
Excellent communication and coordination skills.
Ability to multitask and remain calm under pressure.
Highly proficient in Microsoft Excel and data analysis tools.
Key Competencies:
Solutions Orientated
Financial Awareness
Ability to positively collaborate with and influence senior management and clients
Attention to detail
Flexibility and adaptability
Team collaboration
Decision-making in fast-paced environments