Workforce Management Agent

About the role:

The WFM Specialist owns forecasting, capacity planning, scheduling, and real-time performance management across the contact center's voice, chat, and email channels. The role ensures the right number of agents with the right skills are available at the right times to meet service-level and cost targets, balancing customer experience against operational efficiency.

What you'll do:

Forecasting & Capacity Planning

• Build short-term and long-term volume forecasts by channel, queue, and interval using historical trends, seasonality, marketing calendars, and business inputs.

• Translate forecasts into staffing requirements using Erlang C/A models, factoring in AHT, shrinkage, occupancy, and target service levels.

• Produce rostered headcount plans adjusted for planned and unplanned shrinkage (leave, attrition, training, breaks, absenteeism).

Scheduling

• Design and publish agent shift schedules, breaks, and week-offs that align coverage with the interval-level demand curve.

• Manage skill-based and blended scheduling across voice, chat, and email; optimize for multi-skill utilization.

• Handle shift swaps, leave planning, and roster changes while protecting SLA coverage.

Real-Time Management

• Monitor live queues, adherence, and service levels; trigger intraday actions (skilling changes, overtime, break reshuffles, VTO) to manage spikes and shortfalls.

• Track real-time adherence and conformance, flagging and escalating deviations.

Reporting & Analysis

• Maintain daily/weekly/monthly performance reporting: SLA, ASA, occupancy, shrinkage, adherence, forecast accuracy, and abandonment.

• Conduct variance analysis (forecast vs. actual, plan vs. actual) and recommend corrective actions.

• Partner with Operations, Quality, and Recruitment on hiring plans, ramp timelines, and capacity gaps.

What we're looking for:

• 2–5 years in a contact center WFM role (forecasting/scheduling/RTA), preferably in e-commerce, retail, or D2C.

• Strong command of WFM concepts: Erlang, shrinkage, occupancy, AHT, service level, adherence, and shrinkage-adjusted headcount.

• Advanced Excel/Google Sheets (pivot tables, lookups, modeling); SQL is a plus.

• Hands-on experience with at least one WFM platform (NICE IEX, Verint, Genesys WFM, Calabrio, or similar) and ACD/dialer reporting.

• Strong analytical and problem-solving skills with attention to detail.

• Ability to work under pressure, make fast intraday decisions, and communicate clearly with operations leadership.

Must Have

• Experience with multi-channel/blended environments (voice + chat + email).

• Exposure to BI tools (Power BI, Tableau, Looker) for reporting automation.

• Prior involvement in contact center platform evaluation or migration