Job Opening: Workforce Management (WFM) Specialist – 100% Remote

About the Work
Are you an experienced Contact Center Workforce Management Specialist looking for an exciting new career opportunity? We’re offering a fantastic role with a leading organization where you’ll help optimize workforce performance and enhance customer experiences.

About the Company
Our client is a recognized leader with a focus on in-house contact centers, committed to delivering exceptional client services. They value innovation, efficiency, and customer satisfaction, understanding the vital role that Workforce Management plays in these achievements.

Key Responsibilities
As a Workforce Management Specialist, you will be essential to ensuring efficient contact center operations. Your responsibilities will include:
> Utilizing workforce management tools to forecast contact volumes and plan optimal agent schedules.
> Conducting real-time monitoring of agent activities, making adjustments as needed to maintain service levels.
> Collaborating with team leads to optimize staffing levels based on demand and business needs.
> Analyzing historical data and workforce metrics to identify trends and recommend improvements.
> Tracking agent performance against KPIs, implementing performance enhancement strategies.
> Managing agent leave and time-off requests while ensuring adequate coverage and workforce productivity.
> Contributing to continuous improvement of workforce management practices, tools, and processes.

Required Qualifications
> Proven experience as a Workforce Management Specialist or similar role in a contact center.
> Proficiency in workforce management tools and familiarity with CRM platforms and contact center telephony systems; Calabrio experience is a plus.
> Strong analytical skills to interpret data and make informed decisions.
> Excellent organizational and time-management skills.
> Exceptional communication skills to work effectively with cross-functional teams.

Benefits
> Competitive package based on experience and qualifications.
> Opportunities for professional growth and career advancement.
> A vibrant, inclusive work culture that values teamwork.
> Exposure to cutting-edge technologies and industry best practices.