Job summary
a 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 experience
we offer
competitive salary
industry competitive benefits
comprehensive health and life insurance
career development and growth
and more, designed to support both your personal and professional life
*if you are interested, please send your resume in english
equal employment opportunity
compucom 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.
Compucom 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, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.
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