The WFM Senior Specialist plays a critical role in ensuring operational stability and service level compliance by driving accurate forecasting, capacity planning, real-time performance management, and insightful reporting. This role works closely with Operations, Training, QA, and global clients to deliver data-driven workforce strategies, proactive service level interventions, and clear performance visibility across programs.
Key Responsibilities
Workforce Management & Forecasting
• Develop, maintain, and continuously improve short-term, mid-term, and long-term forecasts based on historical data, seasonality, promotional events, and client-driven demand changes.
• Perform capacity planning, headcount modeling, and scenario analysis to support new launches, volume fluctuations, and business growth.
• Partner with Operations and Recruitment to align hiring plans with forecasted demand and ramp timelines.
Queue & Service Level Management
• Actively monitor real-time and intraday queue performance to ensure SLA, ASA, and abandonment targets are met.
• Execute service level interventions such as schedule adjustments, reallocation of resources, cross-skilling deployment, and overtime recommendations.
• Conduct post-mortem analysis on SLA misses, identifying root causes and implementing preventive action plans.
Scheduling & Capacity Optimization
• Build and optimize schedules that balance service level requirements, labor efficiency, and agent well-being.
• Manage shrinkage assumptions, including breaks, lunches, training, meetings, and time-off requests, to minimize service impact.
• Evaluate schedule adherence trends and work with Operations to address gaps.
Reporting & Dashboard Creation
• Design, develop, and maintain operational dashboards and standardized reports using Power BI and other reporting tools.
• Provide accurate, timely, and actionable data to Operations and Training teams to support daily operations, coaching, and performance management.
• Prepare weekly, monthly, and quarterly reports for internal leadership and client-facing business reviews.
Client Communication & Collaboration
• Serve as a key workforce point of contact for global clients, providing insights on staffing models, performance trends, risks, and improvement opportunities.
• Support client calls, QBRs, and business reviews with clear data storytelling and actionable recommendations.
• Respond to ad-hoc client data requests while ensuring data integrity and alignment with operational realities.
Cross-Functional Partnership
• Work closely with Operations, Training, QA, and Support teams to ensure workforce strategies align with performance goals and quality standards.
• Provide all workforce-related data required by Operations and Training to complete reports, scorecards, and business reviews.
• Support training schedules, nesting plans, and skill transitions to minimize service disruption.
Continuous Improvement & Governance
• Identify process gaps and inefficiencies within workforce planning, reporting, and real-time management.
• Recommend and implement improvements to tools, dashboards, forecasting models, and operating rhythms.
• Ensure workforce data accuracy, documentation, and compliance with internal standards.
Requirements
• Experience in multi-channel contact center environments (voice, chat, email).
• Familiarity with WFM platforms and ACD systems.
• Strong business review facilitation and executive presentation skills.
Benefits
SuperStaff is a comprehensive outsourcing solutions provider offering call center services offshore in the Philippines, nearshore in Colombia, and onshore in the United States. Initially a captive market for its mother company, servicing the health and biopharma sectors for decades, SuperStaff diversified internationally. Three years ago, we managed to grow in size and expand our service portfolio. As we gain competencies in multiple industry verticals, we extend our clout in servicing start-ups and Forbes-ranked enterprises with back-end support and transformative BPO solutions.
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