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 helps ensure adequate staffing to meet service level agreements (SLAs), improve customer experience, and support operational goals.
Responsibilities
1. Forecasting & Planning
o Analyze historical data and trends to forecast contact volumes and workload.
o Create short-term and long-term forecasts and capacity planning models for multi-channel support (voice, chat, email, etc.).
o Collaborate with internal stakeholders and clients to understand business drivers that may impact forecast accuracy.
2. Scheduling
o Develop and maintain agent schedules based on forecasted demand.
o Ensure optimal coverage across shifts, holidays, and peak periods.
o Monitor adherence to workforce policies, including shifts, breaks, and time-off.
3. Real-Time Management (RTM)
o Monitor real-time contact centre performance, including queue volumes and agent adherence.
o Identify and respond to deviations from the schedule or performance issues.
o Communicate adjustments or escalations to team leads and operations as needed.
4. Reporting & Analytics
o Produce and distribute daily, weekly, and monthly reports on key WFM metrics (e.g., service levels, occupancy, shrinkage).
o Recommend operational adjustments based on data insights.
o Support performance improvement initiatives by providing actionable data.
5. System & Process Optimization
o Maintain WFM systems/tools (e.g., Verint, NICE IEX, Aspect, Genesys, etc.).
o Identify opportunities for automation and process improvements within WFM operations.
o 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:
o Strong analytical and problem-solving abilities.
o Proficiency in WFM tools (e.g., NICE, AWS).
o Excellent communication and coordination skills.
o Ability to multitask and remain calm under pressure.
o Highly proficient in Microsoft Excel and data analysis tools.
Key Competencies
* Solutions Oriented
* 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
Employment Details
* Seniority level: Mid-Senior level
* Employment type: Full-time
* Job function: Telecommunications
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