Especialista Work Force
Core
Forecast operational demand and schedule workforce for a contact center to ensure optimal coverage and service levels.
Role type
Workforce Management Specialist
Builds
Contact center staffing plans, shift schedules, and operational reports
Domain
Financial services / Contact Center Operations
Required skills
Statistical forecasting, Capacity planning, WFM tools (Genesys, Verint, IEX, NICE, Aspect), Advanced Excel, Power BI, SQL, Labor legislation knowledge
Preferred skills
Analytics, Lean, Six Sigma
Responsibilities
Project operational demand using historical call volumes and seasonal trends; Create and adjust staffing plans and schedules considering productivity and absenteeism; Program shifts, breaks, and vacations to maintain operational stability; Generate executive reports on metrics like occupancy, adherence, shrinkage, AHT, and forecast accuracy; Identify process improvement opportunities to increase efficiency and reduce costs.
Seniority
Mid-level, hands-on IC
