Oversees and supports all operational aspects of workforce management within the contact center.

Facilitates and monitors workforce planning activities, including staffing, scheduling, forecasting, and adherence to policies and procedures.

Administers and supports WFM systems and related operational tools.

Monitors contact center quality initiatives and support system implementations.

Assists in the implementation and execution of training programs as needed.

Generates and analyzes workforce reports to support operational decision-making.

Identifies opportunities for process improvements and operational efficiencies.

Supports multiple contact center operations when required.

Works independently while following established standards, procedures, and guidelines.

Shares best practices and develops effective solutions to operational challenges.

May guide junior team members and assist in setting day-to-day operational objectives.

Ensures continuous improvement of workforce management processes and activities.

Qualifications:

Bachelor’s degree in a related field.

At least 1–2 years of experience in Workforce Management (WFM), Workforce Planning, Scheduling, Forecasting, or Contact Center Operations.

Experience supporting staffing, scheduling, forecasting, and workforce planning activities.

Knowledge of WFM tools and contact center support systems.

Experience supporting staffing, scheduling, forecasting, and workforce planning activities.

Knowledge of WFM tools and contact center support systems.

Strong analytical, reporting, and problem-solving skills.

Proficient in Microsoft Excel and workforce reporting.

Ability to work independently and manage multiple priorities.

Experience in a BPO/contact center environment is preferred.

Leadership or team coordination experience is an advantage.