Job Description

Workforce Management Operations Specialist

Department: Customer Service and Experience

Employment Type: Full Time

Location: Georgia

The Workforce Management (WFM) Operations Specialist is responsible for developing accurate forecasting models, optimizing staffing plans, and ensuring operational efficiency across the assigned Lines of Support (LoS). This role plays a key part in aligning workforce capacity with business demand while maintaining high service levels and cost efficiency.

Key Responsibilities

• Develop and maintain forecasting and scheduling plans using efficient and accurate workforce models to support business objectives.
• Monitor intraday performance and optimize agent schedules to ensure effective coverage across all LInes of Support (LoS).
• Analyze and manage variances between staffing supply and demand, providing actionable adjustment solutions.
• Forecast future contact volumes and staffing requirements using historical data and trends.
• Identify opportunities to improve service levels, operational efficiency, and resource utilization.
• Produce detailed reports, charts and graphs for data visualization to support decision-making.
• Monitor and analyze key performance metrics (service level, occupancy, utilization, shrinkage, attrition, absenteeism)
• Provide data-driven recommendations to improve operational performance and workforce efficiency.
• Calculate and evaluate key customer support metrics such as contact rate, cost per contact, and cost breakdowns across regions and LoS.
• Support BPO workforce planning by managing staffing levels and aligning resources with forecast targets.
• Optimize the possible handled volume for all channels to ensure the forecast is met within predetermined KPIs and the optimal allocation of skills.
• Continuously enhance knowledge of WFM tools, methodologies, and best practices, contributing to ongoing process improvements.
• Collaborate closely with regional and local stakeholders on workforce management and operational initiatives.

Skills, Knowledge & Expertise

• Preferably business education/desirably work experience in Customer Service Centers/WFM/Data Analytics;
• Understanding of contact center metrics and operational KPIs, preferably in Ride Hailing industry
• Ability to work in a fast-paced, dynamic environment
• Proficiency in data analysis and reporting tools (e.g., Excel, BI tools, WFM systems)
• Technical proficiency in Google Suite/ MS Office tools;
• Preferably experience in scheduling/capacity planning;
• Experience with any planning/scheduling software beneficial;
• Ability to interpret data and translate insights into actionable strategies
• Good command of English (spoken and written) is mandatory;
• High communication and interpersonal skills;
• High resilience and flexibility;
• Team orientation;
• Strong analytical and problem-solving skills
• structured, result-driven approach and a high level of initiative;
• Attention to detail and accuracy;
• Ability to analyze critical situations in the context of operational planning with the aim to present solutions;
• Ability to interpret complex contractual facts in regards to the components of WFM cycle.

Job Benefits

• Stable salary and official employment.
• Health insurance.
• Fully remote mode.
• All necessary work equipment will be provided.
• Partially or fully paid additional training courses.
• Diverse internal training programs.
• Relocation package for candidates from other regions.
• Access to professional counselling services including. psychological, financial, and legal support.