Senior Specialist WFM

Job description

Required Skills - Strong analytical and problem-solving skills. - Good written and verbal communication. - High attention to detail. - Strong team-player attitude. - Good knowledge of Microsoft Office, especially Excel. - Willingness to work in a 24x7 environment, including rotational shifts and week-offs. Role Responsibilities - Monitor call queues and ensure adequate staffing in real time. - Track attendance, breaks, and schedule adherence. - Monitor key WFM metrics such as Service Level, ASA, AHT, ACW, Occupancy, and Adherence. - Make real-time staffing and skill adjustments based on business requirements. - Work closely with Operations to manage staffing and service levels. - Prepare daily, weekly, and monthly WFM reports and KPI updates. - Support outage and crisis management by coordinating with IT, Operations, leadership, and clients. - Manage interval and daily workforce requirements. - Act as a key point of contact for WFM-related activities with internal teams and client stakeholders.