Workforce Management Specialist

Customer Excellence Porto, Portugal


The Role

 Reporting to the Global Workforce Manager, you will be responsible for multi-channel management in real-time and ensuring that staffing levels meet the customer and business needs. As a Workforce Management Specialist, you will work closely with the local teams helping to manage contact channels, schedule adherence, resource planning, workload priority management and support operational decision.


What you'll do

  • Champion CRM and ACD management in real-time for any service center
  • Responsible for control of real-time SLAs and update the global team on performance drivers
  • Manage the right balance between workload and staffing from a short-term perspective
  • Work with global teams to create and validate working schedules that will ensure desired service levels
  • Optimize schedules through over/under analysis, taking into account the variables that affect call volume forecasts
  • Optimize staffing levels, proactively monitoring availability and deficiencies
  • Monitor and analyze schedule adherence
  • Identify schedule gaps and offer solutions to solve them
  • Perform root-cause analysis to determine and quantify reasons for contact variance; recommend changes to enhance headcount and volume forecast accuracy and effectiveness
  • Work closely with the global workforce team to make continuous improvements to the service levels


Who you are

  • WFM experience in a multi-channel customer service environment preferred
  • Knowledge in Cloud based Telephony systems
  • Experience working with CRM systems – Salesforce preferred
  • Experience with scheduling softwares
  • Strong Microsoft Excel skills
  • Fluent in English
  • Excellent communication skills
  • Ability to manage large volumes of information
  • Strong analytical and problem solving skills
  • Highly organized
  • Flexibility in schedule; must be available to work possible evenings, weekends and holidays when needed by global team