Workforce Management Senior Specialist

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.