Workforce Specialist

Workforce Specialist with exceptional proficiency in Excel and reporting . The ideal candidate will be responsible for forecasting, capacity planning, queue management, and real-time monitoring to ensure optimal service levels. They will also create dashboards and reports that provide actionable insights and collaborate with key stakeholders, including US-based clients.

Key Responsibilities:

Workforce Management & Forecasting

 Analyze historical data and trends to create accurate forecasts for call volume, staffing needs, and workload distribution.

 Develop capacity plans to ensure optimal staffing levels based on business demands.

 Perform real-time monitoring and queue management to maintain service levels and minimize wait times.

Reporting & Dashboard Creation

 Build interactive dashboards using Excel, Google Sheets, or BI tools to track performance, productivity, and key workforce metrics.

 Generate accurate reports on staffing, scheduling, adherence, and other workforce KPIs.

 Identify trends, inefficiencies, and areas for improvement through data analysis.

Queue & Service Level Management

 Monitor and adjust workforce schedules to ensure adequate coverage and adherence to service level agreements (SLAs).

 Provide real-time support by managing queues, reallocating resources, and responding to unexpected volume changes.

 Collaborate with operations and leadership to optimize workforce efficiency.

Client Communication & Collaboration

 Act as a point of contact for US-based clients, providing insights on workforce trends and performance.

 Present reports and recommendations to clients and internal stakeholders to improve efficiency.

 Work closely with cross-functional teams to align workforce strategies with business goals.

Requirements

✅ Advanced Excel skills (Pivot Tables, VLOOKUP, Macros, Power Query, etc.)

✅ Experience with forecasting, scheduling, and capacity planning

✅ Proficiency in workforce management tools (Ex: NICE, Verint, IEX, GENESYS, AWM)

✅ Strong analytical and problem-solving skills

✅ Experience in queue management and real-time monitoring

✅ Ability to create insightful reports and dashboards

✅ Excellent communication skills, especially when engaging with US-based clients

✅ Ability to work under pressure and adapt to changing business needs

Preferred Qualifications:

 With experience in a BPO environment

 Familiarity with Power BI, Tableau, or Google Data Studio for advanced reporting

Benefits

• HMO with 1 free dependent upon hire
• Life Insurance
• Flexible working hours
• 20 PTO credits annually
• Great Company Culture
• Career Growth and Learnings