Key responsibilitiesforecasting & planning: develop short- and long-term call volume forecasts and capacity plans.scheduling: create efficient staff schedules, rosters, and manage shrinkage (absenteeism, breaks).real-time management (rtm): monitor intraday performance to ensure service levels and aht goals are met.reporting: analyze data to provide insights on productivity, shrinkage, and absenteeism to leadership.team management: lead, mentor, and train wfm analysts or specialists.required skills and qualificationsexperience: 4–8+ years in contact center wfm, with supervisory experience.technical skills: high proficiency in ms excel, sql, power bi, and wfm software (e.g., verint, iex).analytical abilities: strong capacity planning, data analysis, and statistical skills.soft skills: strong communication, stakeholder management, and ability to work under pressure.education: bachelor's degree in business, finance, statistics, or related field.key competenciesexpertise in contact center metrics (asa, sl, aht, occupancy).ability to balance operational/clientexpertise in driving process improvements.