Maintain and optimize the WFM platform; ensure data capture, reporting, and reliability.
Develop forecasting models to predict workload across customer-facing teams.
Design and implement staffing schedules and capacity plans to meet demand.
Identify process inefficiencies and implement solutions to boost productivity.
Oversee intraday workforce operations and adjust schedules as needed.
Deliver dashboards and reports on WFM metrics such as adherence and utilization.

🎯 Requirements

3-5+ years in workforce management in customer-facing settings
Experience with WFM tools: Assembled, Calabrio, NICE, Verint, or similar
Strong Excel/SQL data analysis skills
Excellent communication; able to present complex data clearly
Forecasting, capacity planning, and performance monitoring experience
Cloud software experience; predictive analytics/ML; Lean Six Sigma

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