Sr. Representative, WFM Scheduling

Job description

Job Title: Sr. Representative, WFM Scheduling Job Description: Concentrix Italy is looking for a Senior Representative – WFM Scheduling to join our Customer Service team. The role is responsible for workforce scheduling and optimizing staffing plans to ensure service levels (SLA) are consistently met while balancing business needs and agent availability. This position requires strong attention to detail, analytical thinking, and a proactive approach to managing operational changes. Key Responsibilities: Create, manage, and optimize schedules based on forecasts and SLA targets Monitor real-time adherence and propose corrective actions when needed Work closely with Forecasting and Operations teams to ensure proper staffing coverage Analyze volume trends, productivity, and staffing data to improve efficiency Manage shift swaps, absences, and time-off requests ensuring business continuity Prepare reports and track WFM KPIs Support continuous improvement initiatives within WFM processes Requirements: Minimum 2–3 years of experience in WFM Scheduling, preferably in Customer Service / Contact Center environments Good knowledge of Contact Center KPIs (SLA, AHT, occupancy, shrinkage) Experi...