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