wfm analyst

Transcom

<p></p><div><div><div><div><div><div><div><div><div><div>WFM Junior Analyst</div><div><p><b>
Location</b><b>: </b>Egypt, Cairo</p><p><b>
Job category</b><b>: </b>Operations</p><p><b>
Language</b><b>: </b>English</p></div><div><div><div><div><i>
Transcom is all about people, and we&rsquo;re looking for a WFM Junior Analyst to support our team and help create a workplace where everyone thrives. You&rsquo;ll assist with workforce planning, reporting, and analysis to ensure smooth operations and optimal performance. If you&rsquo;re passionate about data and making a difference, apply today and join us!</i></div><div></div><div><i><br>
Join our Transcom Team as a WFM Junior Analyst!</i></div><div></div><div><i><br>
Be on the front line of support for clients and deliver impactful work on a company level. In this role, you will:</i></div><div><i>
Be responsible for supporting Workforce Management activities, including data analysis, reporting, scheduling support, and real-time monitoring to ensure optimal staffing and performance.</i></div><div><i>
Assist in generating reports, analyzing trends, and identifying opportunities to improve efficiency and service levels.</i></div><div><i>
Contribute to the project's success, propose improvements, share knowledge, and learn together with your colleagues.</i></div><div><i>
Work rotational shifts; locations include 5th Settlement and Smart Village.</i></div><div></div><div><i><br>
What's in it for YOU!</i></div><div><i>
Best salary in the market.</i></div><div><i>
Transportation provided.</i></div><div><i>
Medical and social insurance.</i></div><div><i>
Location in New Cairo &amp; Smart Village.</i></div><div><i>
International and inclusive environment that makes you feel supported, encouraged, and welcome from day one.</i></div><div></div><div><i><br>
To be successful in this role, the following is needed:</i></div><div><i>
Language English minimum: B1 (Very good) or higher.</i></div><div><i>
Strong verbal and written communication skills.</i></div><div><i>
Strong MS Office knowledge is a must (especially Excel).</i></div><div><i>
0&ndash;1 year of experience in a similar role (WFM, reporting, data analysis, or operations support) is a plus.</i></div><div><i>
Strong analytical and problem-solving skills with attention to detail.</i></div><div><i>
Basic understanding of workforce management concepts (forecasting, scheduling, real-time adherence) is an advantage.</i></div><div><i>
Comfortable working with data, KPIs, and performance metrics.</i></div><div></div><div><i><br>
Professional qualifications / Specific knowledge:</i></div><div><i>
Minimum studies: Preferably a University degree in Economics, Business Administration, Statistics, Mathematics, or similar. In its absence, knowledge should be demonstrated through experience in similar functions.</i></div><div><i>
Knowledge or training in data analysis systems and statistics.</i></div><div><i>
Google Workspace: Spreadsheets (high level), Docs/Word (intermediate-high), Presentations/PowerPoint (intermediate-high).</i></div><div><i>
Communication tools (Email): intermediate to high level.</i></div><div><i>
Good knowledge of WFM software or similar tools used for scheduling, forecasting, and performance monitoring is an advantage.</i></div><div></div><div><i><br>
What Life at Transcom is like!</i></div><div></div><div><i><br>
At Transcom, we&rsquo;re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That&rsquo;s just how we are at Transcom. Here we care and root for each other. You&rsquo;re included, just as you are, from day one. And with the right mindset, there&rsquo;s no end to how far we can go together.</i></div><br>
<i>
&ldquo;We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.&rdquo;</i></div></div></div></div></div></div></div></div></div></div></div></div><p></p>

WFM Junior Analyst

Foundever

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div>About Us</div>
</div><div><div>
Foundever&trade; is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we&rsquo;re the team behind the best experiences for +800 of the world&rsquo;s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.</div>
<div>Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.</div>
</div></div><div><div><div>
Job Summary</div>
</div><div><p>
The Real Time Analyst monitors actual vs plan delivery at queue &amp; agent level to ensure that the correct number of agents are available at the right times to achieve the desired service level/KPI.</p>
<ul><li>Need to work on multiple clients using a variety of tools to monitor &amp; report performance</li>
<li>Create and use standard templates to ensure consistent &amp; accurate reporting</li>
<li>Communicate actively with various groups to share call outs/deviations</li>
</ul>
<p>The Real Time Analyst (RTA) is part of the Workforce Management (WFM) team and is responsible for real-time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume.</p>
</div></div><div><div><div>
Primary Job Responsibilities</div>
</div><div><ul><li><b>Collect information for RTM</b>
<ul><li>Collect relevant program information about KPIs/BTP (Expectations)</li>
<li>Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account</li>
</ul></li><li><b>Queue management (within the interval)</b>
<ul><li>Monitor queue</li>
<li>Manage skills</li>
<li>Situation management</li>
<li>BCP situations: Downtime, System issues, etc.</li>
<li>Routing issues (client side)</li>
<li>Volume allocation (Load balancing client side
</li></ul></li></ul></div></div><div><div><div>Long Description</div>
</div><div><ul><li><b>Intraday management (throughout the day)</b>
<ul><li>Planned to delivery governance (Service KPis, Handling capacity, Shrinkage, Handle time, Line adherence)</li>
<li>Send Staffing Outlook for present day +1 day at the start of shift to share projected plan</li>
<li>Midday reforecast to share plan vs actual delivery and revised O/U based on trends and run rate
</li></ul></li></ul></div></div><div><div><div>Long Description</div>
</div><div><ul><li><b>Schedule Adherence (Agent level)</b>
<ul><li>Update shrinkage segments in WFM tool</li>
<li>Flagging agents out of adherence via Chat rooms/extns/radios</li>
</ul></li><li><b>Reporting</b>
<ul><li>Shrinkage reports</li>
<li>Skill/Account level Interval report</li>
<li>Agent level report</li>
<li>RCA report</li>
<li>Schedule adherence reports</li>
</ul></li></ul></div></div><div><div><div>Long Description</div>
</div><div><p><b>
Work Experience</b></p>
<ul><li>Previous call center experience required</li>
<li>Previous Work Force Management experience is amust</li>
</ul>
<div><b>Languages</b></div>
<ul><li>English B1+ - B2</li>
</ul>
<div><b>Tools and Applications</b></div>
<ul><li>Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.</li>
<li>VBA macros an asset</li>
<li>Experience with IEX, CMS, Avaya, other WFM tools is an asset</li>
</ul></div></div></div></div></div></div></div><div><div><div><div><div><p>Watch this video to get a sneak peak of the job in action</p></div></div></div></div></div></div><div></div>

German Real Time Analyst

ECCO Gulf Majorel Qatar

<div><b>Job Summary</b>
<p>
We are seeking a detail-oriented and analytical <b>Data Analyst</b> with experience in a <b>contact centre environment</b> and strong <b>Workforce Management (WFM)</b> capabilities. The ideal candidate will be responsible for analysing operational data, optimizing workforce planning, and delivering actionable insights to improve performance, efficiency, and customer experience.</p>
<b>Key Responsibilities</b>
<h3 class="jobSectionHeader"><b>Data Analysis &amp; Reporting</b></h3><ul><li>
Analyze large datasets to identify trends, patterns, and insights related to contact centre performance.</li><li>
Develop and maintain dashboards and reports using tools such as <b>Power BI</b> or <b>Tableau</b>.</li><li>
Provide daily, weekly, and monthly performance reports (KPIs, SLAs, service levels, etc.).</li><li>
Support data-driven decision-making through accurate and timely analysis.</li></ul><h3 class="jobSectionHeader"><b>
Workforce Management (WFM)</b></h3><ul><li>
Perform <b>forecasting</b> of call volumes, workload, and staffing requirements.</li><li>
Develop and manage <b>scheduling plans</b> to ensure optimal resource utilization.</li><li>
Conduct <b>real-time monitoring (RTA)</b> of contact center operations and recommend adjustments.</li><li>
Analyze shrinkage, occupancy, and adherence metrics to improve efficiency.</li></ul><h3 class="jobSectionHeader"><b>
Process Improvement</b></h3><ul><li>
Identify operational inefficiencies and recommend process improvements.</li><li>
Collaborate with operations and team leaders to enhance productivity and service delivery.</li><li>
Support continuous improvement initiatives through data insights.</li></ul><h3 class="jobSectionHeader"><b>
Data Management</b></h3><ul><li>
Extract, clean, and manipulate data using <b>SQL</b> and <b>Excel</b>.</li><li>
Ensure data accuracy, integrity, and consistency across reports.</li><li>
Automate reporting processes where possible.</li></ul>
<b>Required Skills &amp; Qualifications</b>
<ul><li>Bachelor&rsquo;s degree in Data Analytics, Statistics, Mathematics, Business, or related field.</li><li>
Minimum <b>2 years of experience</b> in data analysis within a <b>contact center environment</b>.</li><li>
Strong <b>Workforce Management (WFM)</b> experience (forecasting, scheduling, real-time monitoring).</li><li>
Advanced proficiency in <b>Microsoft Excel</b> (Pivot Tables, VLOOKUP, Macros preferred).</li><li>
Strong knowledge of <b>SQL</b> for data extraction and manipulation.</li><li>
Experience with reporting and visualization tools such as <b>Power BI</b> or <b>Tableau</b>.</li><li>
Solid understanding of contact center metrics (AHT, SLA, Service Level, Occupancy, etc.).</li><li>
Strong analytical, problem-solving, and communication skills.</li></ul>
<b>Preferred Qualifications</b>
<ul><li>Experience with WFM tools (e.g., NICE, Verint, Aspect, Genesys).</li><li>
Knowledge of automation tools or scripting (Python is a plus).</li><li>
Experience working in a high-volume customer service environment.</li></ul></div>

Data Analyst – Contact Center (WFM Specialist)

Ascend BPO Services

<p>Job Title: Junior Workforce Management Analyst (Night Shift)!</p><p>We are seeking a highly organized and detail-oriented &quot;Junior WFM Analyst&quot; to join our team. This role is ideal for someone who thrives in a structured environment, enjoys working with data, and excels at keeping projects on track.</p><p>Key Responsibilities:</p><p>Prepare and maintain accurate Excel reports and project tracking dashboards.</p><p>Schedule, coordinate, and organize meetings across teams.</p><p>Take detailed and structured meeting minutes.</p><p>Generate and assign action items to responsible stakeholders.</p><p>Proactively follow up with responsible parties to ensure timely completion of tasks.</p><p>Prepare and consolidate project reports for Management.</p><p>Monitor project progress and provide status updates to leadership.</p><p>Requirements:</p><p>✔Bachelors degree in any field.</p><p>✔Strong proficiency in Microsoft Excel (Pivot table, V-Lookups, H-Lookups, formulas, reporting)</p><p>✔Excellent organizational and time-management skills.</p><p>✔Strong written and verbal communication skills.</p><p>✔Ability to manage multiple tasks and deadlines effectively.</p><p>✔Detail-oriented with strong follow-up skills.</p><p>✔Previous experience (6months to 1 year) in WFM, coordination or project support roles preferred.</p><p>✔Can work onsite in night shift (5pm - 2am).</p><p>Location: Ghari Shahu road, Lahore</p><p>Apply now OR share your CV via email or WhatsApp!</p><p>recruitment@ascendbpo.com</p><p>0321-1119839</p><p>Job Type: Full-time</p><p>Work Location: In person</p>

Junior Workforce Management Analyst

Somatus

<div>Overview:<p></p><div><br>
As the largest and leading value-based kidney care company, Somatus is empowering patients across the country living with chronic kidney disease to experience more days out of the hospital and healthier at home.</div><div><br>
</div><div>It takes a village of passionate and tenacious innovators to revolutionize an industry and support individuals living with a chronic disease to fulfill our purpose of creating More Lives, Better Lived. Does this sound like you?</div><div></div><div><b><br>
Showing Up Somatus Strong</b></div><div>
We foster an inclusive work environment that promotes collaboration and innovation at every level. Our values bring our mission to life and serve as the DNA for every decision we make:</div><ul><li><b>
Authenticity: </b>We believe in real dialogue. In any interaction, with patients, partners, vendors, or our teammates, we are true to who we are, say what we mean, and mean what we say.</li><li><b>
Collaboration: </b>We appreciate what every person at Somatus brings to the table and believe that together we can do and achieve more.</li><li><b>
Empowerment: </b>We make sure every voice gets heard and all ideas are considered, especially when it comes to our patients&rsquo; lives or our partners&rsquo; best interests.</li><li><b>
Innovation: </b>We relentlessly look for ways to improve upon the status quo to continuously deliver new solutions.</li><li><b>
Tenacity: </b>We see challenges as opportunities for growth and improvement &mdash; especially when new solutions will make a difference for our patients and partners.</li></ul><div></div><div><b><br>
Showing Up for You</b></div><div>
We offer more than 25 Health, Growth, and Wealth Work Perks to help teammates learn, grow, and be the best version of themselves, including:</div><ul><li>
Subsidized, personal healthcare coverage (medical, dental vision)
</li><li>Professional Development, CEU, and Tuition Reimbursement</li><li>
Curated Wellness Benefits supporting teammates physical and mental well-being</li><li>
Community engagement opportunities
</li><li>And more!</li></ul><div></div><div><br>
The Operations Analyst, Workforce Management &amp; Planning (&ldquo;WFM Analyst&rdquo;) will contribute to a culture of continual operational monitoring, evaluation, and action. The role will report to the Sr. Manager, Operations Planning, Performance, &amp; Workforce Management. The WFM Analyst will support various operational priorities to drive improvements to financial targets, client-facing goals, and operational efficiency metrics.</div><br>
<div></div>
Responsibilities:<div></div><div><br>
<ul><li>
Maintain capacity projections and staffing/caseload model</li><li>
Ensure accuracy of staffing reports</li><li>
Monitor operational KPIs (e.g., enrollment, show rates, appointment booking windows, enrolled case churn, touched cases and outreach per hour) to identify potential issues and propose solutions to improve trendsSupport operations performance monitoring processes</li><li>
Develop reports for operational standup meetings</li><li>
Review/monitor various reports; share output with relevant stakeholders and raise any data/output concerns with relevant partners</li><li>
Support operational process changes</li></ul></div><div><i>
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.</i></div>
Qualifications:
<div>
Required</div><div><ul><li><div>
Associate&rsquo;s Degree or Bachelor&rsquo;s Degree</div></li><li><div>
3+ years experience working in complex business requiring collaboration with teammates from various functional areas</div></li><li><div>
3+ years experience of analyzing operational or financial data</div></li><li><div>
3+ years experience making recommendations based on data and supporting implementation</div></li><li><div>
Intermediate proficiency with Microsoft Excel</div></li><li><div>
Highly organized and attentive to detail</div></li></ul></div><div>
Preferred</div><ul><li><div>
Experience working in the healthcare industry</div></li></ul>
Other Duties : Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Somatus, Inc. provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics. Discrimination of any type will not be tolerated. https://somatus.com/careers/</div>

Operations Analyst, Workforce Management & Planning

Wise Australia Investments

<p></p><div><div><div><p>Wise is a global technology company, building the best way to move and manage the world&rsquo;s money.<br>
<b>Min fees. Max ease. Full speed.</b></p><p>
Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.</p><p>
As part of our team, you will be helping us create an entirely new network for the world's money.<br>
<b>For everyone, everywhere.</b></p><p>
.</p><p><b><br>
Job Description</b></p><p><br>
You will be joining a dynamic Operational team that is currently a mix of Senior and Junior specialists led by a Team Lead. While the core of the team is based in Austin, TX, We are looking for superstars in <b>Intraday functions</b>- you will work hand-in-hand with your counterparts in the US to run the operational side of WFM Intraday, ensuring our metrics consistently meet expectations in the most optimized way possible.</p><p><b>
Why this role?</b></p><ul><li><p><b>
Solve a Global Challenge:</b> You will tackle the unique complexity of moving money globally. Our rapid growth rate and global customer base make scaling our support model a truly unique challenge right at the heart of our mission.</p></li><li><p><b>
Make a Direct Impact:</b> This isn't a &quot;sit back and watch&quot; role. You will directly impact the region&rsquo;s capacity to meet Key Results. You will have a voice in the decisions the team makes and the processes we build.</p></li><li><p><b>
Tech-Forward Environment:</b> You won't just be using spreadsheets. You will have the opportunity to utilize advanced automation techniques, internal tools, and coding (SQL/Python) to drive efficiency and reduce waste.</p></li><li><p><b>
Growth:</b> You will support the company&rsquo;s objectives by being strategic every step of the way, giving you ample room to learn, grow your technical skills, and advance your career in a high-growth fintech environment.</p></li></ul><p>
As a member of the WFM team you will be vital in ensuring agents are scheduled to be working at the right place and at the right time. You can expect to be working with a number of stakeholders from operational teams, product teams, and analysts, across all levels. You&rsquo;ll be leveraging our WFM tools, providing support and expertise to our agents and operational leads. This coupled with a deep understanding of our customers' needs, you will have a direct impact on helping our customers get support when they need us as well as enabling our agents to do their best work.</p><p><br>
<b>
Your Mission</b></p><ul><li>
Know exactly where SLAs and our metrics stand at any given time</li><li><p>
Create regular health reports for stakeholders and have a full understanding of the status of our queues, ready to articulate to our stakeholders</p></li><li><p>
Understand our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve</p></li><li><p>
Introduce alternative forecasts when asked, based on the situation</p></li><li><p>
Help to create and execute the strategic plan and objectives outlined on a weekly basis, as well as collaborate to achieve our higher-level OKRs</p></li><li><p>
Independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices</p></li><li><p>
Communicate with precision to relevant teams about ways to improve our SLAs, operational efficiency and distribution of our agents</p></li><li><p>
Ensure your stakeholders are constantly aware of what you&rsquo;re working on and how you&rsquo;re supporting them, actively aligning on priorities and action plans</p></li><li><p>
Carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns, publishing schedules, and working with the wider WFM team to find solutions that align with our objectives</p></li><li><p>
Create and/or adjust agents schedules for our teams based on the latest forecasted volumes to optimise to SLAs</p></li><li><p>
Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation</p></li><li><p>
Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices</p></li><li><p>
Run mini projects to improve efficiency and effectiveness across our ways of working and key metrics</p></li></ul><p><b><br>
Qualifications</b></p><p><br>
We are looking for a candidate who is not just a number cruncher, but a storyteller who can use data to influence decisions and drive strategy.</p><p><b>
Your Experience &amp; Hard Skills:</b></p><ul><li><p><b>
WFM Mastery:</b> You have significant experience in Workforce Management, specifically within Real-time/Intraday management and Schedule optimization. You know the ins and outs of ensuring the right people are in the right place at the right time.</p></li><li><p><b>
Tooling Expertise:</b> You are proficient with WFM software (experience with <b>Calabrio</b> is a major plus) and have a knack for adapting to new internal tools quickly.</p></li><li><p><b>
Data &amp; Technical Proficiency:</b> You are comfortable processing large amounts of raw data. You have strong experience with G Suite (Sheets/Excel) and, preferably, coding experience in <b>SQL and Python</b> to help automate processes and dive deeper into analysis.</p></li><li><p><b>
Language Skills:</b> You have <b>proficient English</b> skills (both written and spoken) to collaborate seamlessly with our Austin-based team and global stakeholders.</p></li><li><p><b>
Strategic Planning:</b> You have experience administrating FTE rosters, developing tactical 8-week plans, and publishing schedules that balance business needs with agent well-being.</p></li><li><p><b>
Incident Management:</b> You have a track record of handling high-pressure situations, managing lost hours/shrinkage, and optimizing workload routing (overflow, etc.) with a cool head.</p></li></ul><p><b>
Your Soft Skills &amp; Mindset:</b></p><ul><li><p><b>
Stakeholder Management:</b> You can confidently manage relationships across all levels. You don&rsquo;t just report the news; you explain the &quot;why&quot; and the &quot;how&quot; to operational leads.</p></li><li><p><b>
Adaptability:</b> Flexible to work weekends/Public Holidays. You thrive in fast-paced environments. When the forecast changes or an incident occurs, you pivot quickly and welcome the challenge with a positive attitude.</p></li><li><p><b>
Collaboration:</b> You are extremely guided towards teamwork. You believe that we win together and are eager to share knowledge with junior specialists and the wider team.</p></li><li><p><b>
Communication:</b> You are a friendly communicator and a great storyteller. You can translate complex metrics into clear, actionable insights for non-technical partners.</p></li></ul><p><b>
It&rsquo;s a bonus if you have:</b></p><ul><li><p>
A background in <b>Fintech</b> or Financial Services.</p></li><li><p>
Experience specifically with <b>Twilio</b>.</p></li><li><p>
Previous experience in automating WFM workflows.</p></li></ul><p><b><br>
Additional Information</b></p><div></div><p><br>
For everyone, everywhere. We're people building money without borders &mdash; without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.</p><p>
We're proud to have a truly international team, and we celebrate our differences.<br>
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.</p><p>
If you want to find out more about what it's like to work at Wise visit <b>Wise.Jobs</b>.</p><p>
Keep up to date with life at Wise by following us on </p></div></div><p></p><div><div><div><div><b>Instagram</b></div></div></div></div></div><div></div>

Workforce Management Senior Specialist

<div></div><div><div><div><div><div><b>Job Description:
</b><div><div><div><div>About Us</div>
</div><div><div>
Foundever&trade; is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we&rsquo;re the team behind the best experiences for +800 of the world&rsquo;s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.</div>
<div>Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.</div>
</div></div></div><p>
Role Summary / Mission</p>
<p>
The Workforce Management Supervisor is responsible for overseeing Planning, Scheduling, and Real-Time functions to ensure optimal staffing, schedule efficiency, and intraday performance. The role manages a team of Planners, Schedulers, and RTAs to deliver forecast accuracy, staffing optimization, and real-time service level achievement aligned with contractual and financial KPIs.</p>
<p>
Key Responsibilities</p>
<p>1. Team Leadership &amp; Governance</p>
<ul><li>Lead WFM function across Planning, Scheduling, and Real-Time teams</li>
<li>Manage day-to-day performance of Planners, Schedulers, and RTAs</li>
<li>Define WFM operating cadence (forecast, schedule, intraday governance)</li>
<li>Set KPIs and monitor team performance</li>
<li>Coach and develop WFM analysts across functions</li>
<li>Ensure process standardization across accounts/programs</li>
<li>Stakeholder management with Operations, Clients, and Leadership</li>
</ul><p>2. Forecasting &amp; Capacity Planning Oversight</p>
<ul><li>Review and approve volume forecasts (short / mid / long term)</li>
<li>Validate planning assumptions (AHT, shrinkage, productivity, seasonality)</li>
<li>Oversee staffing requirement calculations</li>
<li>Approve hiring glidepaths and ramp plans</li>
<li>Lead scenario planning and 'what-if' modelling</li>
<li>Own budget inputs and capacity recommendations</li>
<li>Ensure forecast accuracy and plan adherence</li>
</ul><p>3. Scheduling Oversight</p>
<ul><li>Oversee schedule creation using approved staffing plans</li>
<li>Ensure timely schedule release and updates</li>
<li>Approve leave allocation, VTO, overtime recommendations</li>
<li>Monitor schedule efficiency and coverage optimization</li>
<li>Govern shift patterns, break optimization, and shrinkage allocation</li>
<li>Ensure WFM tool updates for new hires, transfers, and attrition</li>
<li>Partner with operations on schedule changes and off-phone activities</li>
</ul><p>4. Real-Time Management Oversight</p>
<ul><li>Supervise intraday performance management</li>
<li>Monitor service level vs plan and drive recovery actions</li>
<li>Oversee queue management and load balancing</li>
<li>Approve intraday reforecast and staffing adjustments</li>
<li>Govern schedule adherence management</li>
<li>Manage incident handling (system issues, volume spikes, outages)</li>
<li>Ensure real-time reporting and escalation discipline</li>
</ul><p>5. Performance &amp; Reporting</p>
<ul><li>Own WFM reporting framework (Daily / Weekly / Monthly)</li>
<li>Analyze forecast accuracy, schedule efficiency, and intraday performance</li>
<li>Present WFM insights to Operations leadership</li>
<li>Drive continuous improvement initiatives</li>
<li>Provide RCA for service level misses</li>
<li>Track productivity, utilization, shrinkage, and bill-to-pay</li>
</ul><p>6. Stakeholder Management</p>
<ul><li>Partner with Operations leaders on staffing strategy</li>
<li>Collaborate with Finance/FP&amp;A for budgeting</li>
<li>Interface with clients on forecast and staffing commitments</li>
<li>Support hiring plans with Recruitment &amp; HR</li>
<li>Align training plans with Learning team</li>
</ul><p>Key KPIs</p>
<p>Planning KPIs</p>
<ul><li>Forecast Accuracy</li>
<li>Staffing Plan Accuracy</li>
<li>Capacity vs Demand alignment</li>
</ul><p>Scheduling KPIs</p>
<ul><li>Schedule Efficiency</li>
<li>Schedule Release Timeliness</li>
<li>Coverage vs Requirement</li>
<li>Shrinkage Optimization</li>
</ul><p>Real-Time KPIs</p>
<ul><li>Service Level / ASA</li>
<li>Intraday Plan Adherence</li>
<li>Schedule Adherence</li>
<li>Staffing Compliance</li>
</ul><p>Financial KPIs</p>
<ul><li>Bill to Pay %</li>
<li>Overtime %</li>
<li>Utilization</li>
</ul><p>Direct Reports</p>
<ul><li>Workforce Planners</li>
<li>Senior Workforce Schedulers</li>
<li>Senior Real-Time Analysts (RTA)</li>
</ul><p>Stakeholders</p>
<p>Internal</p>
<ul><li>Operations Managers</li>
<li>Program Directors</li>
<li>Training / L&amp;D</li>
<li>HR / Recruitment</li>
<li>Finance</li>
</ul><p>External</p>
<ul><li>Client WFM Teams</li>
<li>Client Operations</li>
</ul><p>Required Skills &amp; Competencies</p>
<ul><li><b>Strong leadership and team management skills</b></li>
<li><b>Ability to work effectively under pressure and in high-stress environments</b></li>
<li><b>Excellent escalation management capability</b></li>
<li><b>Experience managing multi-site WFM operations</b></li>
<li><b>Strong cross-site stakeholder communication</b></li>
<li><b>Ability to manage multiple priorities simultaneously</b></li>
<li><b>Advanced analytical and problem-solving skills</b></li>
<li><b>Financial and workforce planning expertise</b></li>
<li><b>Strong presentation and executive communication skills</b></li>
<li><b>WFM tool expertise (IEX, Verint, Genesys, Calabrio, etc.. )</b></li>
</ul><p>Experience</p>
<ul><li>3&ndash;5 years WFM experience</li>
<li>Experience across Planning, Scheduling, and Real-Time</li>
<li>Prior team leadership is a must</li>
<li>Contact center environment required</li></ul></div></div></div></div></div><p></p>

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