Workforce Management

Job Description

• Forecasting, reporting and analysis of workforce data and reports.
• Optimize staffing levels, ensures operational efficiency and support business objectives.
• Ensures the right number of employees with the right skills are available at the right time to meet customer and operational needs.

Qualifications

• Bachelor's degree in Business, Statistics, Mathematics, Operations, or related field (or equivalent experience).
• Proven experience in workforce management, forecasting, or data analysis (call center or service industry experience preferred).
• Strong analytical, mathematical, and problem-solving skills.
• Proficiency in WFM tools like Microsoft Excel/Power BI.
• Excellent communication skills with the ability to present insights clearly to stakeholders.
• Attention to detail, organizational skills, and the ability to manage multiple priorities.

Key Responsibilities

• Forecasting & Capacity Planning
• Develop and maintain short-term and long-term staffing forecasts based on historical data, seasonal trends, and business growth.
• Provide capacity planning analysis to ensure adequate resource allocation.
• Scheduling & Staffing Optimization
• Create and optimize schedules to balance workload distribution, operational efficiency, and employee preferences.
• Recommend staffing adjustments to meet service-level agreements (SLAs) and performance targets.
• Reporting & Analysis
• Review/Prepare daily, weekly, and monthly reports on workforce performance (adherence, occupancy, productivity, absenteeism, etc.).
• Analyze workforce data to identify trends, gaps, and opportunities for improvement.
• Performance Monitoring
• Track key metrics such as service levels, wait times, utilization, and forecast accuracy.
• Provide actionable insights to management to improve efficiency and employee engagement.
• Partner with operations, HR, and leadership to align workforce strategies with business goals.
• Support decision-making with data-driven recommendations.
• Maintain and update(as needed) workforce management (WFM) systems, including scheduling, forecasting, and reporting tools.
• Train and assist team members in using WFM tools and processes.

Job Type: Full-time

Application Question(s):

• What is your expected salary?

Work Location: In person