WFM Specialist

Accountabilities: As a WFM Specialist, you will be responsible for ensuring effective workforce planning, real-time performance monitoring, and operational efficiency across contact centre environments. You will work closely with stakeholders to identify performance gaps, develop improvement strategies, and support initiatives that enhance customer service delivery.

Monitor and manage contact centre performance across multiple queues and channels to maintain service levels and customer experience standards.

Analyse intraday workforce plans to identify capacity gaps, risks, and opportunities for improvement.

Develop mitigation plans and coordinate actions with relevant stakeholders to address operational challenges.

Create, maintain, and deliver daily reporting, dashboards, and service-level performance reviews.

Identify trends, inefficiencies, and process improvements to support better workforce utilization and operational outcomes.

Support key initiatives related to incident management, business continuity, governance, process development, and performance optimization.

Design and automate reports and dashboards to provide accurate insights to business teams.

Build strong relationships with operational leaders, HR teams, and workforce planning stakeholders to drive effective collaboration and change.

Provide tactical recommendations, including queue movements and resource adjustments, to improve real-time efficiency.

Maintain accurate workforce systems, schedules, rosters, and planning records.

Requirements:

The ideal candidate is a detail-oriented workforce management professional with strong analytical capabilities and experience supporting operational teams. You should be comfortable working with workforce planning tools, interpreting data, and collaborating with multiple stakeholders in a fast-paced environment.

Strong understanding of workforce planning principles, including demand forecasting, capacity planning, shrinkage, and coverage modelling.

Experience translating forecasts into practical, balanced, and achievable workforce schedules.

Ability to identify scheduling inconsistencies, risks, and opportunities for operational improvement.

Strong numerical accuracy and attention to detail when managing workforce data.

Experience working with WFM systems, rosters, and workforce records with strong data discipline.

Ability to partner effectively with operational leaders, HR teams, and workforce planning colleagues.

Experience taking ownership of workforce planning cycles, schedules, and improvement initiatives.

Strong problem-solving skills with the ability to identify inefficiencies and recommend solutions.

Excellent written and verbal communication skills with strong stakeholder engagement abilities.

Basic understanding of intraday management and real-time adherence processes.

Ability to work flexible rotating schedules based on operational requirements.

Benefits:

Competitive salary package based on experience and skills.

Permanent full-time employment opportunity.

Flexible working arrangements designed to support productivity and work-life balance.

Opportunity to work in a collaborative and inclusive environment.

Exposure to large-scale workforce management operations and continuous improvement projects.

Career development opportunities and the chance to expand expertise in workforce planning and operational strategy.

Supportive workplace culture focused on diversity, inclusion, and employee growth.

Access to relevant employee benefits, wellbeing initiatives, and healthcare support.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

#LI-CL1