The Workforce Management Specialist plays a critical role in ensuring the efficient and effective operation of support teams. Their primary responsibility is focused on scheduling and real-time optimisation to meet service level agreements (SLAs) and operational goals. Additionally, the successful candidate will be required to assist in workload forecasting based on business needs, leveraging historical data and current trends to support accurate staffing plans.

Key Responsibilities:

• Create and maintain agent schedules that align with forecasted workload, operational requirements, and employee preferences, ensuring compliance with labour laws and company policies.
• Monitor real-time data, including ticket volumes, live messaging queues, and agent availability, to ensure optimal coverage and adherence to SLAs.
• Proactively address staffing gaps or workload fluctuations by reallocating resources or making adjustments to assignments.
• Track and report on schedule adherence, attendance, and productivity metrics.
• Identify and escalate real-time issues (e.g., volume surges, system outages) to appropriate stakeholders and execute contingency plans as needed.
• Recommend and implement process improvements or automation opportunities to enhance workforce management efficiency.
• Assist in the development of accurate short-term and long-term workload forecasts by analysing historical data, current trends, and external factors.
• Collaborate with stakeholders to translate forecasts into actionable staffing plans and schedules.
• Generate and share detailed reports on team performance, operational efficiency, and adherence to KPIs.
• Identify trends, bottlenecks, and areas for improvement using data insights and collaborate with teams to implement solutions.

Qualifications:

• Proven experience in workforce management, including real-time monitoring, scheduling, and forecasting in a multi-department or multi-site environment.
• Strong analytical and problem-solving skills, with the ability to interpret and act on data insights.
• Experience with workforce management tools/software (e.g., NICE, Teleopti, Assembled, or similar) is preferred.
• Proven ability to manage time-sensitive, high-pressure situations effectively.
• Strong written and verbal communication skills, with the ability to communicate complex information clearly to stakeholders at all levels.
• Fluency in English is required.
• Experience working in a remote or distributed team is a plus.
• A proactive approach to process improvements and a willingness to stay updated on industry best practices.
• Demonstrates strong automation and AI capabilities and AI fluency.

Practicals

• You'll report to: Senior Director, CX Strategy & Business Operations
• Team: [Operations] - [Customer Experience]
• Location: EMEA
• Start date: As soon as possible

Application process

1. Interview with recruiter
2. Interview with future manager
3. Interview with team members (no managers present)
4. Bar Raiser Interview
5. Prior employment verification check