Job Description

Key Responsibilities:

• Oversee daily scheduling, shift adherence, and intraday workforce adjustments to meet business demand.
• Monitor real-time staffing levels, queue performance, and key operational metrics.
• Analyze workforce trends, generate reports, and recommend actionable improvements.
• Coordinate with Operations and WFM teams to address service level risks and gaps.
• Coach, guide, and develop WFM analysts to ensure accurate execution of processes.
• Support forecasting and capacity planning activities as needed.
• Ensure compliance with workforce policies, tools, and reporting standards.

Qualifications:

• Proven experience in Workforce Management in a BPO or contact center environment.
• Strong understanding of forecasting, scheduling, intraday management, and reporting.
• Proficiency in WFM tools and advanced Excel/reporting functions.
• Strong analytical, problem-solving, and decision-making skills.
• Demonstrated leadership and stakeholder management capabilities.

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them. Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.