WorkforceManagementSeniorSpecialist

Experience with WFM tools, Deep understanding of our customers' needs, Understanding of our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve, Ability to introduce alternative forecasts when asked, based on the situation, Ability to create and execute the strategic plan and objectives outlined on a weekly basis, Ability to collaborate to achieve our higher-level OKRs, Ability to independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices, Ability to communicate with precision to relevant teams about ways to improve our SLAs, operational efficiency and distribution of our agents, Ability to ensure your stakeholders are constantly aware of what you’re working on and how you’re supporting them, actively aligning on priorities and action plans, Ability to carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns, publishing schedules, and working with the wider WFM team to find solutions that align with our objectives, Ability to create and/or adjust agents schedules for our teams based on the latest forecasted volumes to optimise to SLAs, Ability to confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation, Ability to identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices, Ability to run mini projects to improve efficiency and effectiveness across our ways of working and key metrics