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Workforce Management Specialist

Job Category:

BPO / KPO / Shared Services

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Job Description and Qualification:

Working Arrangement


Job Description

Key Responsibilities:

  • Accountable for implementation and supporting the Workforce Management program of GBS.
  • Utilize advanced statistical methods and workforce management software tools.
  • Responsible for the maintenance and upkeep of workforce management software
  • Serve as the primary point of contact on workforce management policies
  • Document and/or continuously improve workforce management processes and tools
  • Improve processes and increase efficiency of operations by recommending necessary changes
  • Serve as subject-matter expert on workforce optimization
  • Identify variances and provide recommendation based on analysis
  • Create report and trend analysis based on insights from internal and external customers
  • Track and report on forecast accuracy
  • Ensure service level targets are met; maintain the right headcount, and calculate capacity


  • Bachelor’s Degree in any course with preference for applicants with experience in WFM.
  • Knowledge and understanding of Contact Centre and Back-office operations (queues/incoming volume, staffing, service levels, etc.)
  • Expert knowledge and technical understanding of workforce management and resource optimization principles, concepts, and practices
  • Knowledge or relevant experience in forecasting, planning, scheduling and/or real-time management of calls or work volumes and staff, ensuring optimal performance.
  • Excellent relationship building and interpersonal skills with a focus on high level of professionalism and customer service
  • Advanced knowledge of MS Excel and Office
  • Have working knowledge of WFM Tools like Verint, Avaya AIQ, Enlighten etc.
  • Superior attention to detail, analytical and problem-solving skills
  • Strong time management skills and presentation skills
  • Self-motivated, able to work effectively under minimal supervision
  • Amenable to work in shifting schedules
  • Ability to motivate and positively influence others
  • Demonstrated professionalism
  • Able to juggle concurrent priorities, work under pressure and meet deadline
  • Ability to independently drive for forecast accuracy improvement
  • Ability to work successfully independently and within a team