Job Description

1. Create strategic recommendations to improve productivity while balancing service levels and costs. 

2. Ensures CX is managing the intraday staffing requirements. 

3. Have responsibility for development, analysis, and implementation of agent staffing, plans including re-forecasting requirements. 

4. Maintain accurate measures of forecasts, capacity plans, and schedule plans accuracy by individual intervals 

5. Ensure that forecasts, capacity plans, and schedules are generated in a timely and precise manner to reduce ticket aging 

6. Create own planning, design and implementation of a Workforce Management System, including the creation and/or implementation of processes. 

7. Ensure reports showing key efficiency, performance, and quality metrics are accurate and available. 

8. Simulate different scenarios and develop contingency plans for unexpected events. 

9. May conduct manual studies or analysis due to system short-falls(i. e. AHT, ABR etc.) 

10. Analyzes real-time schedule efficiency measurements as well as key indicators such as service level and ABR, for continuous improvement


  • Strong technical documentation, arithmetic, analytical, problem solving and presentation skills. 
  • Proven experience consulting with all levels of management, peers, and teams. 
  • Strong Knowledge on Workforce Tools (e.g. IEX, EWFM, Blue Pumpkin, Genesys) and WFM concepts. 
  • Proven leadership skills in coaching, mentoring, and training WFM teams

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