Overview:
The WFM Specialist ensures optimal staffing and scheduling across shifts. By forecasting demand and analyzing real-time data, they support contact center efficiency and service-level adherence.

Core Responsibilities:

• Forecast call/chat volumes and staffing needs using historical and real-time data.
• Build and adjust agent schedules to match forecasted workloads.
• Monitor real-time performance and adherence dashboards.
• Recommend shift changes or overtime based on service level trends.
• Analyze shrinkage, occupancy, and utilization reports.
• Coordinate with ops and HR for capacity planning and hiring recommendations.