FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Workforce Management (WFM) through advanced forecasting, capacity planning, and scheduling techniques, while leveraging data-driven insights to optimize operational efficiency and enhance customer experience.
Highest-signal resume keywords
Workforce Management (WFM) ExperienceForecastingCapacity PlanningAdvanced Excel SkillsReal-Time Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ForecastingCapacity PlanningSchedulingStatistical AnalysisErlang CalculationsProcess ImprovementData AnalysisOperational Performance MonitoringScenario ModelingDashboard Development
Soft Skills
Decision Making Under PressureInfluencing Business LeadersCommunication Skills
Tools & Technologies
VerintNICE IEXAspectGenesysCalabrioAlvariaPower BITableauSQL
Industry Keywords
Contact CenterBPOCustomer ServiceTelecommunicationsTechnical Support
Tech Stack
Tools & technologiesErlangSQLTableau
About the role
Key responsibilities & impact- Develop short-term, mid-term, and long-term workload forecasts.
- Perform staffing requirement calculations based on forecasts, Average Handle Time (AHT), service level targets, shrinkage assumptions, and occupancy goals.
- Create capacity plans and hiring recommendations.
- Conduct scenario modeling and what-if analyses.
- Design and optimize schedules.
- Manage intraday staffing adjustments.
- Monitor schedule adherence.
- Monitor operational performance against key metrics.
- Analyze trends and recommend corrective actions.
- Partner with Operations to address staffing gaps and risks.
- Develop dashboards and reports.
- Analyze forecast accuracy, service level, Average Speed of Answer (ASA), Average First Response Time (AFRT), occupancy, shrinkage, adherence, and productivity metrics.
- Partner with leaders and present workforce insights.
- Influence decisions through data-driven recommendations.
- Identify process improvements and automation opportunities.
- Partner closely with Operations, Training, Recruiting, and Business Leaders to optimize workforce utilization, service levels, customer experience, and operational efficiency.
Requirements
What you’ll need- Bachelor's degree in a related field.
- 3+ years of WFM experience in a Contact Center / BPO environment.
- Strong hands-on experience in Forecasting, Capacity Planning, Scheduling, and Real-Time Management.
- Advanced Excel skills.
- Experience with WFM platforms such as Verint, NICE IEX, Aspect, Genesys, Calabrio, or Alvaria.
- Preferred: Experience supporting large-scale customer service, telecommunications, or technical support programs.
- Preferred: Experience with Power BI, Tableau, SQL, or similar analytics tools.
- Preferred: Knowledge of Erlang calculations and workforce planning methodologies.
- Strong forecasting and statistical analysis capabilities.
- Ability to turn complex metrics into clear dashboards and actionable operational insights.
- Skill in presenting workforce insights and influencing business leaders through data.
- High proficiency in making sound decisions under pressure and managing continuous improvement initiatives.