Job Description

Altis is proud to be partner with one of our top municipal government clients in the search for a Workfoce Management Specialist.

The Workforce Management (WFM) Specialist plays a critical role in ensuring efficient and effective contact center operations. This position requires a combination of analytical, technical, and interpersonal skills to accurately forecast demand, plan staffing capacity, and schedule agents effectively.

This is a 1-YEAR CONTRACT and follows a hybrid model with 2 days on site.

Key Responsibilities:

• Forecasting Demand:
  • Analyze historical and real-time data to predict contact volumes across all channels (calls, emails, chats, etc.).
  • Utilize predictive modeling techniques to identify trends, seasonality, and anomalies in contact patterns.
  • Collaborate with stakeholders to incorporate new business initiatives and operational changes into forecasts.
    
    
• Capacity Planning:
  • Develop short-term and long-term staffing plans that align with forecasted demand and budgetary constraints.
  • Create contingency plans to address unexpected events, such as peak volumes, staffing shortages, and system outages.
  • Partner with HR and recruitment teams to ensure adequate staffing levels are maintained.
    
    
• Scheduling:
  • Design and implement efficient and equitable agent schedules that meet service level agreements (SLAs) and comply with labor regulations.
  • Optimize schedule adherence by proactively addressing potential conflicts and scheduling adjustments.
  • Ensure schedules are aligned with employee preferences and organizational objectives.
    
    
• Real-Time Management:
  • Monitor contact center activity in real-time to identify and address any deviations from forecasted volumes or scheduled staffing levels.
  • Implement intraday adjustments to schedules to maintain service levels during peak periods or unexpected events.
  • Collaborate with operations teams to effectively manage real-time staffing challenges.
    
    
• Performance Reporting & Analysis:
  • Develop and maintain key performance indicators (KPIs) related to WFM performance, including forecast accuracy, schedule adherence, and service level attainment.
  • Analyze contact center data and customer feedback to identify areas for improvement in agent performance and customer experience.
  • Prepare and present insightful reports to stakeholders on WFM performance and operational effectiveness.
    
    
• Process Improvement:
  • Continuously evaluate and improve WFM processes and methodologies to enhance efficiency and effectiveness.
  • Identify and implement new technologies and tools to improve forecasting accuracy and optimize resource allocation.
  • Stay abreast of industry best practices and emerging trends in contact center workforce management.

Requirements:

• Must have proven experience as a Workforce Management Analyst or Specialist in a contact center environment.
• Must be able to create scheduling and forecasting models/templates from scratch.
• Strong analytical and problem-solving skills with the ability to analyze data, identify trends, and make data-driven decisions.
• Proficiency in WFM software and tools (Genesys preferred), including workforce management platforms, forecasting tools, and data visualization dashboards.