What this job can offer you

• 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.

What you bring

• 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.

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.