Job Level
Mid-LevelSenior
About the role
- Create and maintain agent schedules aligned with forecasted demand and agents' preferences
- Coordinate with Team Leads and Trainers to allocate time slots for training, meetings, side tasks, and other planned activities
- Adjust schedules in real time, including lunch breaks, shift changes, and ad hoc updates to ensure optimal coverage
- Review and approve agent time-off requests in accordance with staffing needs and policy guidelines
- Monitor live queue performance and agent occupancy across channels
- Implement immediate actions, agreed with the client, to stabilize workload distribution and maintain service levels
- Communicate with relevant departments to escalate or resolve service-impacting issues
- Maintain documentation required for external billing and internal payroll processes, ensuring accuracy and timely submission
- Identify and implement opportunities for process optimization and automation within the WFM function and across the project
- Act as a communication bridge between WFM, operational management, and client representatives, providing timely updates and escalating critical issues when necessary
Requirements
- Previous experience in Workforce Management or real-time operations (preferred)
- Strong analytical and problem-solving skills
- Excellent communication and coordination abilities
- Ability to work in a fast-paced, dynamic environment with shifting priorities
- Familiarity with Google Sheets and Microsoft Excel; ability to work with formulas, pivot tables, and data visualization is a plus
- CV in English and indicate salary expectations
- Completion of a test task required at one of the stages