Workforce Management Associate

Job Summary

A company is looking for a Workforce Management Associate responsible for efficient staffing of customer support operations.

Key Responsibilities

• Manage end-to-end workforce management for contact centers, including forecasting, scheduling, and performance reporting
• Lead workforce planning efforts and conduct detailed workforce analytics to optimize staffing decisions
• Develop and execute staffing strategies to meet service level and cost targets while monitoring operational efficiency

Required Qualifications

• 5+ years of workforce management experience in customer support or contact center operations
• Proven experience in contact forecasting and capacity planning for in-house and BPO teams
• Experience with WFM tools and systems for forecasting and scheduling
• Strong analytical skills to translate data into actionable insights
• Experience managing offshore or third-party BPO partners for staffing and cost control