WORKFORCE SPECIALIST (SOUTHPARK)

Workforce Specialist is responsible for real-time monitoring, scheduling, and workforce analysis to support staffing efficiency, service level attainment, and overall operational performance.

Key Responsibilities

• Monitor real-time operations and recommend staffing adjustments to achieve service level targets.
• Create and maintain schedules aligned with forecasted business requirements.
• Analyze workforce performance and provide actionable insights and recommendations.
• Prepare workforce reports and communicate staffing risks, trends, and opportunities.
• Collaborate with operations and support teams to address workforce-related requirements.
• Maintain workforce management systems, schedules, and staffing records accurately.
• Support process improvement initiatives to enhance operational efficiency and productivity.
  
  

Qualifications

• Minimum of 3 years of Workforce Management (WFM), Scheduling, Capacity Planning, or Real-Time Management experience in a contact center environment preferred.
• Fresh graduates with strong analytical and mathematical skills are encouraged to apply.
• Proficient in Microsoft Excel and Microsoft Office applications.
• Experience with WFM tools (NICE, Verint, IEX, Calabrio, Genesys WFM, or similar) is an advantage.
• Strong problem-solving, communication, and stakeholder management skills.
• Ability to thrive in a fast-paced environment and make data-driven decisions.