Operational Research Specialist

Job Summary:

We are looking for a highly analytical and collaborative Operational Research Specialist to join our Workforce Management team. This role combines deep expertise in scheduling algorithms (e.g. using FICO Mosel ) with strong operational research capabilities to drive data-driven decision-making and workforce optimization. The ideal candidate will be proficient in SQL , Excel , and Python (or similar languages) , and have experience coordinating cross-functional projects.

Key Responsibilities:

• Design, implement, and optimize scheduling algorithms using languages like FICO Mosel to meet service level and efficiency goals.
• Apply operational research techniques such as linear programming , integer programming , simulation , and queuing theory to solve complex workforce and operational challenges.
• Develop and maintain automated scheduling models and decision-support tools.
• Analyze large datasets using SQL and Excel to monitor and improve generated output and processes.
• Collaborate with stakeholders to coordinate and lead projects related to workforce optimization and operational efficiency.
• Translate business problems into mathematical models and present actionable insights into leadership.
• Continuously improve scheduling processes through innovation and automation.

Skills must to have:

• Programming skills in Python , R , or similar languages.
• Strong foundation in operational research methods and mathematical modeling.

Nice to have Required Skills & Qualifications:

• Proven experience with scheduling algorithms ( FICO Mosel or similar optimization languages).
• Proficiency in SQL and Excel for data analysis and reporting.
• Demonstrated ability to coordinate and manage projects across teams.
• Excellent problem-solving and analytical thinking skills.
• Strong communication and interpersonal skills; a team player who thrives in collaborative environments.
• Ability to work independently and manage multiple priorities in a fast-paced setting.

Preferred Qualifications:

• Experience in a contact center or customer service environment.
• Familiarity with WFM platforms (e.g., Verint, NICE, Genesys).
• Experience with simulation tools (e.g., Any Logic, Simul8) or optimization solvers (e.g., CPLEX, Gurobi).
• Knowledge of forecasting methodologies and real-time adherence tools.

Education and specific Training

• Higher Education Degree in Applied Mathematics with strong curriculum in Operational Research

Experience (MUST):

• Minimum 1 Year experience in:

Programming in Python , R , or similar languages;Applying operational research methods and mathematical modeling.