Found Description
Position Description:
Job Summary
This document outlines the framework for establishing a structured Workforce Management (WFM) function within the call center. The objective is to ensure accurate forecasting, efficient scheduling, real time adherence monitoring, and data driven decision making to meet service level agreements (SLAs) and operational targets.
The WFM setup will optimize staffing, improve productivity, manage shrinkage, and support consistent customer experience through defined processes, tools, and accountability.
Job Responsibilities
. Forecasting & Capacity Planning
. Develop short and long term forecasts.
. Calculate shrinkage and staffing requirements.
. Manage leave planning and overtime allocation.
. Ensure adherence to labor policies and fairness.
. Create optimized schedules aligned with forecasted demand.
. Track KPIs (Service Level, ASA, AHT, Occupancy, Shrinkage, Adherence).
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