We are seeking an experienced and detail-oriented Workforce Management Specialist to join our dynamic team.
As the Workforce Management Lead, you will play a crucial role in ensuring the productivity and efficiency of the operation of our Global Support Organisation. As a critical function to our business, we are looking to you to help us optimize staffing levels, forecast contact demand, and manage the scheduling processes. Your expertise in workforce planning, real-time monitoring, and data analysis will be instrumental in achieving service level targets and enhancing the overall customer experience.
What you'll do...
Create an initial forecast for LTP (Long Term Planning for Headcount needs for frontline operations. Create a capacity plan which is done for STP (Short Term Planning) to align our capacity to forecasted demand, with a focused approach incorporating Erlang C and derived model. Produce interval level forecast with IWP and IDP breakouts for appropriate staffing and scheduling at the 30 minute interval levelProduce high quality workforce data and information to support workforce planning, monitoring and maintenance of service level threshold ... analyse data to identify gaps and opportunities for improvementWork with the operations team and incumbent systems of record to ensure effective scheduling/roster management, stabilization of shrinkage, and optimize the efficiency of our business across all channels. Manage a Real-Time Adherence Team: Where you are continuously monitoring the operations in real-time to identify and address any discrepancies between forecasted and actual contact demand. Work with the operations team to make real-time adjustments to staffing levels, routing strategies, and skill-based assignments to optimize resource utilization and maintain service level agreements (SLAs)Generate regular workforce management reports and dashboards to provide key insights around core KPIs such as: Occupancy, Utilization, Shrinkage, Service Level, Abandonment, Forecast Accuracy and other traditional metrics. . In conjunction with our analytics software; present findings to management and make data-driven recommendations for forecasting/scheduling process improvements, capacity planning, and resource allocationsMonitor workforce management, operational and ACD systems and proactively identify opportunities and assist in the implementation of system enhancements. Customer contacts analysis to deliver business insights and collaborate with operational leaders & stakeholders to identify opportunities for automation| enable self help opportunities in products to drive reduction in support contacts Work with L & D teams to schedule for ongoing training needs What you'll have...
Proven experience in workforce management within a contact center environment, preferably in a SAAS or technology-driven industry.Strong proficiency in workforce management software and tools, such as WFM platforms, ACD systems, and Contact Center forecasting models.Analytical SkillsProblem Solving skillsStrong attention to detail and organizational skills, with the ability to manage multiple priorities and meet deadlinesHighly Competent in ExcelGood understanding of BI, CRM and related systemsCompetent in creation and management of operational reporting using SQL Our Perks & Benefits…
- Hybrid working model (in-office & from home)
- Mental health and well-being initiatives
- Generous parental (including secondary) leave policy
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement
Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.
When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.
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