Workforce Management Specialist

Job Summary:The WFM Specialist is responsible for optimizing workforce capacity, staffing, scheduling, and real-time operations to ensure service-level, productivity, and efficiency targets are achieved. The role analyzes operational data, forecasts workforce requirements, creates optimized schedules, and takes intraday actions to address staffing and performance gaps.Key Responsibilities:Perform capacity planning and determine staffing requirements across teams, queues, skills, and intervals.Create, optimize, and publish agent schedules while balancing service levels, productivity, cost, and employee requirements.Monitor real-time performance and staffing against forecast and plan.Identify and respond to intraday staffing gaps, volume spikes, absenteeism, adherence issues, and service-level risks.Recommend corrective actions such as schedule adjustments, overtime, voluntary time off, breaks, shift changes, or resource reallocation.Monitor key WFM and contact-center KPIs including SLA/service level.Prepare daily, weekly, and monthly WFM reports and dashboards for management.Maintain accurate employee, skill, schedule, and WFM system data.Collaborate with Operations, HR, Recruitment, Training, Finance, and other stakeholders on workforce requirements.Support hiring plans and identify future staffing gaps based on forecasted demand and attrition.Participate in WFM process improvements, automation, reporting enhancements, and system optimization.Required Qualifications:Bachelor’s degree in Business, HR or a related field preferred.2– 4+ years of experience in Workforce Management, preferably in a contact-center/BPO environment.Experience in forecasting, scheduling, capacity planning, or real-time.