Workforce Management Associate

A company is looking for a Workforce Management Associate responsible for efficient staffing of customer support operations.

Key Responsibilities

Manage end-to-end workforce management for contact centers, including forecasting, scheduling, and performance reporting

Lead workforce planning efforts and conduct detailed workforce analytics to optimize staffing decisions

Develop and execute staffing strategies to meet service level and cost targets while monitoring operational efficiency

Required Qualifications

5+ years of workforce management experience in customer support or contact center operations

Proven experience in contact forecasting and capacity planning for in-house and BPO teams

Experience with WFM tools and systems for forecasting and scheduling

Strong analytical skills to translate data into actionable insights

Experience managing offshore or third-party BPO partners for staffing and cost control