Workforce Management Specialist III
Hyderabad, Telangana, India · Tam zamanlı
Başvuran ilk kişi siz olun
- Deneyim
- 3+ yaş
- Maaş
- —
- Açılışlar
- 1
- Yayınlandı
- 3 saat önce
- Çalışma modu
- Ofiste
- Uygunluk
- Experienced professionals with at least 3 years in workforce management, particularly in global contact center capacity planning and scheduling, may apply.
- Sürdürmek
- Başvuru yapılması gerekmektedir.
Çalışacağınız yer
İş tanımı
About the role
This senior workforce management role focuses on building, running, and improving global scheduling plans from start to finish. The position works closely with Operations leadership to ensure service targets, occupancy goals, and cost controls are met while still supporting employee well-being. Strong experience with workforce management platforms such as NICE IEX, along with sharp analytical judgment, is central to success in this job.
Key responsibilities
- Develop, configure, and release efficient schedules for large-scale, multi-site operations across internal centers of excellence and external business process outsourcing teams.
- Lead changes in staffing patterns, including moves from limited coverage models to 24/7 support, based on forecasted demand, arrival trends, and business needs.
- Spot coverage shortfalls at the interval level and apply tactics such as shift moves, break adjustments, and cross-skilled staffing to protect service levels.
- Monitor and control non-productive time such as leave, training, coaching, and nesting so that shrinkage stays within acceptable limits and does not reduce usable capacity.
- Own business continuity actions during disruptions such as outages or severe weather, including fast schedule changes, voluntary overtime coordination, and queue reordering to keep operations stable.
- Partner with Operations leaders and explain workforce management decisions in a clear, data-backed way to support business planning.
Requirements
- At least 3 years of practical workforce management experience, especially in capacity planning and schedule creation for global contact centers.
- Strong working knowledge of enterprise workforce management tools, with NICE IEX strongly preferred.
- Experience using Jira or similar ticketing systems, plus advanced spreadsheet skills.
- Ability to analyze data objectively and use numerical evidence to support business decisions.
- Excellent written and spoken communication skills, including the ability to present complex WFM topics to leaders who are not specialists in the field.
Additional information
This is a senior-level individual contributor role with no internship component mentioned. The source did not specify salary, stipend, number of openings, start date, or application deadline.
Preferred experience
The same core experience and technical expectations were also listed as preferred qualifications in the source material.