Senior Specialist WFM

Required Skills

• Strong analytical and problem-solving skills.
• Good written and verbal communication.
• High attention to detail.
• Strong team-player attitude.
• Good knowledge of Microsoft Office, especially Excel.
• Willingness to work in a 24x7 environment, including rotational shifts and week-offs.

Role Responsibilities

• Monitor call queues and ensure adequate staffing in real time.
• Track attendance, breaks, and schedule adherence.
• Monitor key WFM metrics such as Service Level, ASA, AHT, ACW, Occupancy, and Adherence.
• Make real-time staffing and skill adjustments based on business requirements.
• Work closely with Operations to manage staffing and service levels.
• Prepare daily, weekly, and monthly WFM reports and KPI updates.
• Support outage and crisis management by coordinating with IT, Operations, leadership, and clients.
• Manage interval and daily workforce requirements.
• Act as a key point of contact for WFM-related activities with internal teams and client stakeholders.