Workforce Management Operations Lead

Job Summary

A company is looking for a Workforce Management Operations Lead.

Key Responsibilities

• Administer the Calabrio platform, optimizing forecasting, scenario modeling, and reporting capabilities
• Audit scheduling efficacy and forecast accuracy from offshore WFM partners, escalating compliance issues as necessary
• Standardize WFM data and KPI reporting across various platforms to ensure consistency and reliable performance visibility

Required Qualifications

• 3-5 years of experience administering Calabrio WFM, including system configuration and reporting
• Experience in an onshore/offshore BPO environment with a focus on data consistency and vendor accountability
• Strong analytical skills with a focus on data integrity and discrepancy identification
• Ability to translate WFM strategy into structured processes and operational workflows
• Continuous improvement mindset with experience in optimizing system capabilities