Job Description:

1. Develop and maintain accurate workforce forecasts based on call volume projections, historical data, and business requirements
2. Create and manage agent schedules that balance service level targets with operational efficiency and employee satisfaction
3. Monitor and analyze real-time adherence metrics, identifying gaps and implementing corrective actions
4. Collaborate with operations management to assess staffing requirements and recruitment needs
5. Utilize WFM tools and systems to track productivity, capacity planning, and performance indicators
6. Provide training and coaching to junior workforce planning staff on forecasting methodologies and scheduling best practices
7. Conduct regular performance reviews and provide feedback to support team development
8. Lead process improvement initiatives to optimize scheduling efficiency and reduce operational costs
9. Communicate scheduling re...