WFM Specialist(MJ001978)

We are looking for a Workforce Management Analyst to support service level and efficiency targets and to help improve staff scheduling and forecasting.

What you’ll get to

• Support to achieve service level and efficiency targets from the Work Force Management perspective
• Real‑time monitoring of service level and providing suggestions to service team
• Work closely with team leaders to constantly monitor staff movements in line upon forecast plan
• Implement improvement measures to ensure SLAs are well met
• Develop and maintain a comprehensive forecasting and scheduling model by using Workforce Management tools to forecast call volume, create staffing requirements, and generate work schedules for contact centres
• Coordinate and facilitate collaboration with other department teams to capture forecast and staffing impact activities
• Able to proactively provide recommendations to leadership especially regardin...