Workforce Specialist II – Call Center

Capgemini

Workforce Specialist II at a leading insurer optimizing workforce planning and forecasting in contact centers. Collaborate with leaders to enhance staffing strategies and operational efficiencies.

Posted 6/12/2026full-timeRemote • 🇲🇽 MexicoMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Develop and maintain long-term workforce forecasts based on business demand, seasonal trends, staffing levels, and operational goals
Execute forecasting and scheduling processes to ensure optimal staffing and service level performance across multiple business units
Conduct workforce analysis to evaluate the impact of operational changes, new initiatives, tools, or process updates on staffing requirements
Provide recommendations and insights to business leaders regarding workforce planning, staffing strategies, and schedule optimization
Partner with Finance to support budgeting, financial forecasting, capital planning, and business case development
Build and maintain strong relationships with operational leaders, vendor teams, Strategic Execution, Finance, Compliance, and other key stakeholders
Analyze call volume trends, workload drivers, shrinkage factors, and workforce performance metrics to support decision-making
Support complex scheduling activities, including shift bids, PTO planning, and capacity management initiatives
Participate in monthly and quarterly business reviews to assess forecast accuracy and workforce performance
Communicate workforce insights, risks, and recommendations to senior leadership and business partners
Utilize statistical forecasting methods and workforce management tools to improve planning accuracy
Identify opportunities for process improvements, automation, and operational efficiencies within workforce management practices
Serve as a subject matter expert on workforce planning and forecasting initiatives within project teams and working groups

Requirements

What you’ll need

Experience in Workforce Management (WFM) required
Contact center experience preferred
Workforce forecasting and capacity planning experience preferred
Strong experience with workforce forecasting, scheduling, capacity planning, and service level management
Proficiency with NICE Workforce Management (WFM) systems
Experience working with Cisco Telephony platforms
Strong analytical and problem-solving skills with the ability to interpret large volumes of operational data
Intermediate SQL skills and experience extracting and analyzing workforce data
Advanced Microsoft Office skills, particularly Excel for reporting and workforce analysis

Benefits

Comp & perks

Competitive salary and performance-based bonuses
Comprehensive benefits package
Career development and training opportunities
Flexible work arrangements
Dynamic and inclusive work culture within a globally renowned group
Private Health and Dental Insurance
Pension Plan
Meals tickets
Life Insurance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce forecastingcapacity planningschedulingservice level managementanalytical skillsproblem-solving skillsSQLdata analysisreportingstatistical forecasting methods

Soft Skills

communicationrelationship buildingrecommendation providinginsight generationcollaborationdecision-makingprocess improvementautomation identificationorganizational skillsleadership