Workforce Management Operations Specialist

Job description

Workforce Management Operations Specialist Department: Customer Service and Experience: Employment Type: Full Time: Location: Georgia: Description: 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 an...