Customer Care Workforce Management Specialist

Job description

POSITION PURPOSE: The Customer Care Workforce Management (WFM) Specialist is responsible for developing, maintaining, and enhancing integrated workforce management processes that support the optimization of Care Center productivity. This role focuses on accurately forecasting staffing needs, creating and managing employee schedules, and developing and delivering reports to support operational goals. The WFM Specialist ensures that Ace Care Center objectives are met through effective day-to-day and hour-to-hour workforce planning and performance monitoring. PRINCIPAL ACTIVITIES: - Collect and analyze contact center data and trends, including call volume, call patterns, staff productivity, attrition, and resource utilization - Leverage data insights to forecast hiring, scheduling, and workforce planning needs based on real-time business factors such as vacations, call-offs, and interaction volume fluctuations - Maintain workforce management databases, validate data integrity, and produce accurate and timely reports - Utilize call volume and performance reports to support capacity planning and ensure effective resource alignment within the call center - Monitor inbound call traffic an...