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- Manage workforce forecasting, scheduling, and staffing requirements based on business needs.
- Create and maintain agent schedules and IDPs, making adjustments as required.
- Balance staffing requirements with operational efficiency and financial objectives.
- Maintain and update employee information within WFM systems such as Verint WFO.
- Analyze, scrub, and transform data to create customized workforce reports and insights.
- Work closely with internal and external stakeholders and provide backup support to the WFM Manager.
- Demonstrate strong Excel, analytical, problem-solving, multitasking,
and communication skills, with working knowledge of WFM tools
- Support effective workforce planning by aligning staffing levels with anticipated business demand.
- Analyze workload trends and prepare accurate forecasts to support short- and long-term resource planning.
- Develop and optimize employee schedules to maintain appropriate coverage while improving operational efficiency.
- Perform scenario planning and staffing analysis to identify gaps, risks, and potential solutions.
- Maintain workforce data and ensure accurate employee information within Verint WFO and other WFM platforms.
- Prepare and analyze WFM reports and datasets using Microsoft Excel, highlighting information required for operational decisions.
- Partner with Operations and key stakeholders on staffing, scheduling, and workforce requirements, while providing support to the WFM Manager when needed.