WFM/WEM Consultant/ Workforce Management

1 week ago

Newark, United States Spruce Infotech Full time

**Job Description:**

**Responsibilities:**

1. **Forecasting and Planning:**

- Develop accurate forecasts of contact volumes, including calls, emails, and chats, based on historical data, trends, and business drivers.

- Create staffing schedules to meet service level objectives while balancing efficiency and cost-effectiveness.

2. **Real-Time Monitoring and Adjustments:**

- Monitor contact center performance in real-time and make adjustments to staffing levels and schedules to address fluctuations in workload or unexpected events.

- Ensure optimal utilization of resources by making immediate decisions to maintain service levels.

3. **Performance Tracking and Analysis:**

- Track and analyze key performance indicators (KPIs) such as service level, response time, and agent adherence to schedule.

- Identify trends, patterns, and areas for improvement, and provide recommendations to management.

4. **Scheduling and Adherence Management:**

- Create and maintain agent schedules, taking into account agent preferences, skill levels, and business requirements.

- Monitor agent adherence to schedules and take corrective actions as needed to ensure compliance.

5. **Workforce Management System Administration:**

- Administer workforce management software and tools, including system configurations, data inputs, and reporting capabilities.

- Troubleshoot system issues and coordinate with IT or vendors for resolution.

6. **Process Improvement and Optimization:**

- Continuously evaluate and improve workforce management processes and methodologies to increase efficiency and effectiveness.

- Implement best practices and innovative solutions to enhance workforce planning and scheduling.

7. **Collaboration and Communication:**

- Collaborate with cross-functional teams including operations, human resources, and IT to align workforce management strategies with business objectives.

- Communicate effectively with stakeholders regarding staffing needs, scheduling changes, and performance metrics.

**Qualifications:**

- Bachelor's degree in Business Administration, Operations Management, or a related field.

- Proven experience in workforce management, preferably in a contact center environment.

- Strong analytical and mathematical skills, with the ability to interpret data and make data-driven decisions.

- Proficiency in workforce management software such as Verint, NICE, or Aspect.

- Excellent communication and interpersonal skills, with the ability to interact with stakeholders at all levels.

- Detail-oriented with strong organizational and time management skills.

- Ability to work independently and as part of a team in a fast-paced, dynamic environment.

- Certifications in workforce management or related fields are a plus.

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