Job Description

  • Create strategic recommendations to improve productivity while balancing service levels and costs.
  • .Ensures CX is managing the intraday staffing requirements.
  • Have responsibility for development, analysis, and implementation of agent staffing, plans including re-forecasting requirements.
  • Maintain accurate measures of forecasts, capacity plans, and schedule plans accuracy by individual intervals
  • Ensure that forecasts, capacity plans, and schedules are generated in a timely and precise manner to reduce ticket aging
  • Create own planning, design and implementation of a Workforce Management System, including the creation and/or implementation of processes.
  • Ensure reports showing key efficiency, performance, and quality metrics are accurate and available.
  • Simulate different scenarios and develop contingency plans for unexpected events. 
  • May conduct manual studies or analysis due to system short-falls(i. e. AHT, ABR etc.)
  • Analyzes real-time schedule efficiency measurements as well as key indicators such as service level and ABR, for continuous improvement


  • Minimum 3 years experience in end to end workforce management (WFM) scope
  • Minimum 3 years experience in WFM supervisory role