Workforce Specialist II – Call Center

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Create and sustain long-term workforce forecasts informed by business demands, seasonal patterns, staffing levels, and operational objectives.

• Implement forecasting and scheduling procedures to guarantee optimal staffing and service level performance across various business units.

• Perform workforce analysis to assess the effects of operational changes, new initiatives, tools, or process enhancements on staffing needs.

• Offer recommendations and insights to business leaders concerning workforce planning, staffing strategies, and schedule optimization.

• Collaborate with Finance to assist in budgeting, financial forecasting, capital planning, and business case development.

• Build and nurture robust relationships with operational leaders, vendor teams, Strategic Execution, Finance, Compliance, and other essential stakeholders.

• Examine call volume trends, workload drivers, shrinkage factors, and workforce performance metrics to support informed decision-making.

• Assist with complex scheduling tasks, including shift bids, PTO planning, and capacity management initiatives.

• Engage in monthly and quarterly business reviews to evaluate forecast accuracy and workforce performance.

• Convey workforce insights, risks, and recommendations to senior leadership and business partners.

• Employ statistical forecasting techniques and workforce management tools to enhance planning precision.

• Identify opportunities for process enhancements, automation, and operational efficiencies within workforce management practices.

• Act as a subject matter expert on workforce planning and forecasting initiatives within project teams and working groups.

⛳️ Requirements

• Required experience in Workforce Management (WFM).

• Preferred contact center experience.

• Preferred experience in workforce forecasting and capacity planning.

• Strong expertise in workforce forecasting, scheduling, capacity planning, and service level management.

• Proficient with NICE Workforce Management (WFM) systems.

• Experience with Cisco Telephony platforms.

• Strong analytical and problem-solving skills, capable of interpreting large volumes of operational data.

• Intermediate SQL skills and experience in extracting and analyzing workforce data.

• Advanced Microsoft Office skills, particularly in Excel for reporting and workforce analysis.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive benefits package.

• Career development and training opportunities.

• Flexible work arrangements.

• Dynamic and inclusive work culture within a globally renowned group.

• Private Health and Dental Insurance.

• Pension Plan.

• Meals tickets.

• Life Insurance.