Workforce Management Specialist

At Symbos, we create connected experiences that begin with empathy, are powered by technology, and grounded in a culture that inspires trust, sparks innovation, and delivers meaningful outcomes. As we continue to grow, we are looking for a Workforce Management (WFM) Specialist who will play a critical role in forecasting, capacity planning, scheduling, real-time management and reporting.

What You’ll Do

• Develop and maintain short, medium and long-term capacity plans across programs and lines of business, balancing demand drivers (volume, AHT, shrinkage, seasonality) against supply (FTE, schedules, leave, attrition).
• Model supply and demand scenarios to support recruitment planning, training pipelines, attrition assumptions and business growth or change.
• Translate forecasts into actionable hiring, training and resourcing recommendations.
• Develop, maintain, and analyze accurate forecasts for call, chat, and email volumes across multipl...