The Workforce Management Specialist is an individual contributor role that generates forecasts and schedules while performing analytics on results. This is a job that requires a strong aptitude in mathematics and the ability to break down complex analytics into understandable and relatable terms to a wide variety of people. Through data preparation, tracking, and analysis, this position provides guidance and direction on workforce strategies to enhance performance and productivity.

Tasks and Responsibilities:

• Maintain accurate Forecast, Attendance Overview (Absenteeism) and Monitor Schedule Adherence 
• Manage the implementation of new programs from a Forecast, Capacity Planning, and Scheduling perspective 
• Work with the leadership team for potential schedule changes and prepare capacity planning 
• Prepare Reports and predict impact on KPIs 
• Analyze trends and gather input to accurate forecasting 
• Recognize and recommend operational improvements

Education and skills:

• Graduate of any IT related course or has at least completed 3 years undergraduate course but, with extensive relevant experience.
• Must have strong Statistical and Analytical background
• Highly skilled in MS Excel
• Experience from a Global call center/Service Desk WFM function is a must
• Experience with PowerBI 
• Knowledge and/or experience with Calabrio One WFM Suite, preferably but not required
• Strong communication skills and can collaborate with any level in the organization 
• Attention to detail and in-depth planning, organizational, and time management skills 
• Comfortable in learning new applications quickly with minimal direction

Minimal work experience:​

• 2-3 years equivalent experience