Workforce Management Specialist

Job Summary

A company is looking for a Specialist, Workforce Management.

Key Responsibilities

• Run and review volume forecasts, shrinkage analysis reports, and headcount requirements for accurate scheduling
• Conduct routine data validation of WFM systems and reports, ensuring forecast accuracy goals are met
• Develop training materials and documentation of policies and procedures while identifying opportunities for performance improvement

Required Qualifications

• High school diploma or equivalent required; associate degree in mathematics, statistics, or related field preferred
• Minimum of four years' experience in a contact center environment, with at least one year in workforce management
• Experience in writing reporting requirements and implementing reports is desired
• Ability to participate in and support compliance program objectives
• Consistent cooperative interaction with other employees is expected