Job Description:

• Develop and maintain accurate workforce forecasts based on call volume projections, historical data, and business requirements
• Create and manage agent schedules that balance service level targets with operational efficiency and employee satisfaction
• Monitor and analyze real-time adherence metrics, identifying gaps and implementing corrective actions
• Collaborate with operations management to assess staffing requirements and recruitment needs
• Utilize WFM tools and systems to track productivity, capacity planning, and performance indicators
• Provide training and coaching to junior workforce planning staff on forecasting methodologies and scheduling best practices
• Conduct regular performance reviews and provide feedback to support team development
• Lead process improvement initiatives to optimize scheduling efficiency and reduce operational costs
• Communicate scheduling requirements...