Contact Center Workforce Management Specialist

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Job Summary: The Workforce Management (WFM) Manager is responsible for overseeing the day-to-day workforce planning operations of the contact center. This role ensures that staffing levels are aligned with forecasted demand to optimize service levels, employee productivity, and overall customer experience. The WFM Manager will lead a team of analysts and coordinators to deliver accurate forecasting, capacity planning, scheduling, and real-time management across multiple channels (voice, chat, email, etc.). Key Responsibilities: Forecasting & Planning Develop short- and long-term workload forecasts using historical data, business intelligence, and upcoming initiatives. Create capacity plans to ensure staffing levels align with demand across all channels and business units. Partner with Finance and Operations to align hiring plans and budgets. Scheduling & Optimization Oversee the creation and maintenance of agent schedules, ensuring efficient coverage and compliance with labor regulations. Optimize shift patterns, time-off policies, and schedule adherence practices to drive operational efficiency. Real-Time Management (RTA) Lead the Real-Time Analysts to monitor intraday performance, adjust staffing levels, and ensure service level objectives are met. Respond proactively to unplanned events, such as call volume spikes or system outages. Analytics & Reporting Provide actionable insights through regular and ad-hoc reporting on workforce performance, staffing trends, shrinkage, adherence, and other key KPIs. Present WFM performance metrics to leadership and recommend improvements. Technology & Tools Manage the configuration and optimization of WFM platforms (e.g., Genesys, Verint, NICE IEX, Calabrio). Stay current on WFM software capabilities and industry best practices. Team Leadership Lead, coach, and develop a high-performing WFM team. Promote a culture of continuous improvement, accountability, and collaboration. Qualifications: Bachelor’s degree in Business, Statistics, Operations Management, or related field (required); Master’s degree is a plus. 5+ years of workforce management experience in a contact center environment, with at least 2 years in a leadership role. Proficiency with WFM systems such as Genesys WEM, NICE IEX, Verint, or similar. Strong understanding of contact center operations, metrics, and customer service delivery. Advanced Excel skills; experience with reporting tools like Power BI or Tableau preferred. Excellent analytical, problem-solving, and communication skills. Ability to work in a fast-paced, dynamic environment and manage multiple priorities. Preferred Skills & Experience: Experience supporting multi-site or remote contact center environments. Familiarity with omnichannel WFM strategies (chat, email, SMS, etc.).

Keyword: Customer Support

Price: $45.0

Customer Support Scheduling Forecasting Internal Reporting Workforce Management