SENIOR SPECIALIST, WORKFORCE MANAGEMENT

Main Objectives and Duties

• Generate schedules and perform staffing analysis using workforce management software and call volume history.
• Ensure call center resources are scheduled and utilized to provide optimum service levels across all skill groups.
• Identify and coordinate training needs (dates and time) for training strategies to meet call arrival patterns.
• Facilitate scheduling calls, prepare intraday staffing call analysis reports, and propose schedule changes.
• Publicize finalized shift bids, update valid schedule requests, and ensure agents have correct hours and rest days.
• Create intraday simulation reports, track late approvals, and maintain documentation for workforce scheduling data.
• Analyze staffing percentages, manage agent leave and shrinkage expectations, and assign skill sets accurately.
• Audit skill sets, support real‑time skilling concerns, and maintain documentation for IVR and routing c...