Apply Superstaffjobs·6 days ago
The WFM Senior Specialist plays a critical role in ensuring operational stability and service level compliance by driving accurate forecasting, capacity planning, real-time performance management, and insightful reporting. This role works closely with Operations, Training, QA, and global clients to deliver data-driven workforce strategies, proactive service level interventions, and clear performance visibility across programs.
Key Responsibilities
Workforce Management & Forecasting
• Develop, maintain, and continuously improve short-term, mid-term, and long-term forecasts based on historical data, seasonality, promotional events, and client-driven demand changes.
• Perform capacity planning, headcount modeling, and scenario analysis to support new launches, volume fluctuations, and business growth.
• Partner with Operations and Recruitment to align hiring plans with forecasted demand and ramp timelines.
Queue & Service Level Management
• Actively monitor real-time and intraday queue performance to ensure SLA, ASA, and abandonment targets are met.
• Execute service level interventions such as schedule adjustments, reallocation of resources, cross-skilling deployment, and overtime recommendations.
• Conduct post-mortem analysis on SLA misses, identifying root causes and implementing preventive action plans.
Scheduling & Capacity Optimization
• Build and optimize schedules that balance service level requirements, labor efficiency, and agent well-being.
• Manage shrinkage assumptions, including breaks, lunches, training, meetings, and time-off requests, to minimize service impact.
• Evaluate schedule adherence trends and work with Operations to address gaps.
Reporting & Dashboard Creation
• Design, develop, and maintain operational dashboards and standardized reports using Power BI and other reporting tools.
• Provide accurate, timely, and actionable data to Operations and Training teams to support daily operations, coaching, and performance management.
• Prepare weekly, monthly, and quarterly reports for internal leadership and client-facing business reviews.
Client Communication & Collaboration
• Serve as a key workforce point of contact for global clients, providing insights on staffing models, performance trends, risks, and improvement opportunities.
• Support client calls, QBRs, and business reviews with clear data storytelling and actionable recommendations.
• Respond to ad-hoc client data requests while ensuring data integrity and alignment with operational realities.
Cross-Functional Partnership
• Work closely with Operations, Training, QA, and Support teams to ensure workforce strategies align with performance goals and quality standards.
• Provide all workforce-related data required by Operations and Training to complete reports, scorecards, and business reviews.
• Support training schedules, nesting plans, and skill transitions to minimize service disruption.
Continuous Improvement & Governance
• Identify process gaps and inefficiencies within workforce planning, reporting, and real-time management.
• Recommend and implement improvements to tools, dashboards, forecasting models, and operating rhythms.
• Ensure workforce data accuracy, documentation, and compliance with internal standards.