Work Force Management Executive

Job Description

We are seeking a proactive and analytical Workforce Management Executive to oversee forecasting, scheduling, and real-time monitoring of staff performance and capacity. The WFM Executive plays a key role in ensuring operational efficiency by aligning workforce availability with business demand in a fast-paced environment such as a BPO, customer service center, or operations team.

Key Responsibilities:
Forecast staffing needs based on historical data, seasonality, and projected demand.

Create and manage agent schedules to meet service level goals while optimizing efficiency.

Monitor real-time queues and performance, adjusting schedules or reallocating resources as needed.

Analyze workforce data to identify trends, gaps, and opportunities for optimization.

Coordinate with HR and team leaders on absenteeism, adherence, and shrinkage management.

Generate daily, weekly, and monthly reports on staffing, performance, and utilization.

Support WFM tools and systems, including schedule management software and real-time dashboards.

Participate in process improvement initiatives related to capacity planning and scheduling.

Qualifications:
Experience: 1–3 years in a workforce management or operations support role (preferably in a BPO, call center, or customer support environment).

Education: Bachelor’s degree in Business, Statistics, Operations, or related field preferred.

Skills:

Strong analytical and Excel skills (pivot tables, formulas, charts).

Familiarity with WFM software (e.g., NICE IEX, Verint, Aspect, Genesys).

Excellent time management and attention to detail.

Strong communication and coordination skills.