Workforce Optimization Specialists manage workforce efficiency by predicting staffing demands and tracking productivity. Use WFO systems to align employee availability with workload forecasts while maintaining strong communication with team leads to handle schedule changes, leaves, and performance updates.

Responsibilities:

• Forecast staffing needs based on contact volume and headcount requirements.

• Use Workforce Optimization (WFO) software to improve scheduling and efficiency.

• Monitor daily workforce activity in real time to ensure adequate coverage.

• Manage and process time-off requests and shift adjustments.

• Generate detailed reports on performance and productivity trends.

• Provide data-driven updates to management on team efficiency and resource allocation.

• Maintain high standards of customer service through proactive workforce planning.

Skills:

• Proficiency in WFO/WFM software (e.g., NICE, Verint, Kronos, or Calabrio).

• Strong analytical and forecasting skills.

• Excellent communication and coordination ability.

• Experience with contact center or service team scheduling.

• Attention to detail and ability to manage real-time operational changes.