Work Force Management (WFM) Officer

Key Responsibilities:

1. Create and maintain daily and weekly schedules for agents based on forecasted call volumes and service level agreements (SLAs).
2. Adjust schedules in real-time to accommodate fluctuations in call volume and staffing availability.
3. Monitor call queues and agent performance throughout the day to ensure optimal service levels.
4. Identify and address issues proactively, including coverage gaps and performance challenges.
5. Analyze performance metrics and provide insights to the management team regarding trends, potential issues, and areas for improvement.
6. Assist in preparing regular reports on staffing efficiency, productivity, and service levels.
7. Serve as a liaison between management and agents, effectively communicating scheduling changes, performance updates, and operational needs.
8. Collaborate with other departments to align workforce management strategies with overall business objectives.
9. Assist in onboarding and training new WFM team members as needed.
10. Provide guidance and support to agents regarding scheduling processes and policies.

Qualifications:

1. Bachelor’s degree in Business, Management, or a related field preferred; relevant experience may be considered in lieu of a degree.
2. 1 to 2 years' experience in workforce management.
3. Strong analytical and problem-solving abilities.
4. Proficient in Microsoft Excel and other data management tools.
5. Excellent communication skills, both written and verbal.
6. Ability to work well under pressure and adapt to changing situations.