The Senior Workforce Management (WFM) Specialist plays a crucial role in supporting our 24/7/365 Travel Service Delivery organization. This is an exciting opportunity for a WFM professional looking to take on a senior role in a dynamic and fast-paced organization. This role is responsible for ensuring optimal workforce planning and operational efficiency across all aspects of WFM, including real-time adherence, KPI reporting, scheduling, and forecasting.
This role is also responsible for coordinating and optimizing multi-channel service (voice, chat, email, task management) to ensure workforce resources are effectively aligned with customer demand. By strategically balancing operational needs with staffing capabilities, the Sr. WFM Specialist will help drive an exceptional customer experience while supporting business objectives.
This role requires strong analytical expertise, strategic thinking, and effective communication across all management levels to collaborate with cross-functional teams, drive business performance, and enhance the customer experience.
What You’ll Do:
- Lead and execute workforce management projects aimed at improving efficiency, optimizing scheduling strategies, and enhancing workforce processes.
- Develop and implement workforce management best practices, ensuring alignment with business goals and evolving operational needs.
- Utilize Genesys Cloud WFM to manage and maintain workforce operations effectively.
- Analyze workforce data to identify trends, propose strategic initiatives, and drive process improvements.
- Collaborate with WFM leadership to enhance workforce planning methodologies
- Partner with Service and WFM leadership to refine long-term capacity planning and workforce optimization strategies.
- Provide insights and recommendations to optimize agent schedules, breaks, and shift assignments based on changing business needs.
- Optimize in real-time across multiple channels (voice, chat, email, task management) to ensure service level objectives are met.
- Identify and escalate real-time performance and adherence issues, recommending solutions to mitigate service level risks.
- Process and manage shift trades, schedule adjustments, and time-off requests, ensuring alignment with business requirements.
- Create and maintain reports on absenteeism, productivity, and other workforce metrics to assist Service leadership in strategic decision-making.
What We’re Looking For:
- Bachelor's degree, preferred
- 5+ years of experience in Workforce Management, covering real-time adherence, KPI reporting, scheduling, and forecasting.
- Proficiency in Genesys Cloud WFM (WEM)
- Strong analytical and problem-solving skills with the ability to interpret complex data sets and drive data-based decisions.
- Proficiency in Google Sheets and MS Excel, including pivot tables, VLOOKUPs, and complex formulas.
- ThoughtSpot or PowerBI knowledge a plus
- Ability to work effectively in high-pressure, fast-paced environments, making quick decisions to optimize workforce performance.
- Strong written and verbal communication skills.
- A proactive mindset with the ability to identify challenges, implement solutions, and drive process improvements.
- High level of professional integrity, ensuring confidentiality of employee and business information.
- Flexibility to work weekends, nights, and holidays, as business needs require.
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