Job Description

Key Responsibilities:

• Prepare and maintain short- and long-term forecasts using historical data and trends
• Create and manage staff schedules aligned with forecasted demand and business requirements
• Monitor real-time performance and recommend adjustments to staffing or schedules
• Track and analyze key performance metrics such as service level, AHT, shrinkage, and occupancy
• Generate daily, weekly, and monthly WFM reports and insights
• Identify variances between forecasted and actual performance and provide recommendations
• Collaborate with Operations and other stakeholders to align workforce plans with business needs
• Maintain WFM systems and ensure data accuracy
• Support capacity planning and headcount requirement analysis
• Assist in continuous improvement initiatives for workforce processes

Qualifications:

• Bachelor’s degree in Business Administration, Statistics, Mathematics, or related field
• 2–4 years of experience in Workforce Management or similar role (BPO/contact center preferred)
• Experience with WFM tools such as NICE IEX, Verint, Aspect, or similar
• Strong analytical and problem-solving skills
• Advanced proficiency in Microsoft Excel
• Good communication and stakeholder management skills