Why compucom?Compucom systems, inc. provides end-to-end it managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that act like an owner, do the right thing, and have fun doing it!Job summarya wfm specialist is responsible for proving a monthly forecast for inbound volumes, fte recommendation and the recommended schedules based on the current arrival patters for the client that is assigned to. Having biweekly meetings with the management team to review the performance, functionality of the hc and schedules, review any negative trend and volume changes that are impacting in any how the account sla´s, etcetera. If the sla´s are being breach, it is expected to deliver alternatives that could help the operations team to recover the performance, this can be done by giving a new hc requirement (properly justified), a new set of schedules that could be more suitable to the current arrival patterns, along with other inputs like negative information about the agents productivity.responsibilities:the wfm specialist position is meant to provide support to the service desk client by:-forecasting the inbound volume of calls, chats, courtesy callbacks and determining the workload of the offline volume-analyze the usage of aux´s to determine any possible bad practices-biweekly meetings to review general performance of the cap, asa, aht and abn rate-dynamic communication with the operations manager and t3/t2 to report all the events that require their attention-request to the leads for their input about volume changes, unplanned absences and any other relevant factor that could affect the account performance-develop any ad hoc request from operations, such as but not limited to hc recommendations, schedules, trends analysis.requirements:* statistical modeling & demand forecasting: proven expertise in building, evaluating, and optimizing short-, medium-, and long-term forecasting models. Practical application of erlang (c/a) algorithms and rigorous measurement of forecast accuracy using statistical error metrics.* advanced data analytics & visualization: advanced capability in manipulating and extracting large datasets. Expert level in data modeling, tabular analysis, and automated reporting. Experience building interactive dashboards and executive reports using business intelligence platforms (power bi, qlik, etc.). Excellent knowledge in the use of applications such as windows, word, excel and powerpoint.* enterprise wfm platform proficiency: solid technical experience operating, configuring, and maximizing the value of world-class workforce management suites (such as verint, calabrio, genesys, or similar) for end-to-end staff lifecycle management.* strategic scheduling & capacity planning: experience designing and executing complex scheduling strategies. Ability to maximize resource utilization and ensure sla compliance by efficiently balancing the impact of planned and unplanned shrinkage, as well as operational constraints.* internal consulting & root cause analysis: highly consultative profile with a proven ability to translate operational data into actionable plans. Capacity to lead performance review sessions with operations, identify deviations, and present timely strategic recommendations.* 3 years of experiencewe offercompetitive salaryindustry competitive benefitscomprehensive health and life insurancecareer development and growthand more, designed to support both your personal and professional life *if you are interested, please send your resume in englishequal employment opportunitycompucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.