Altis is proud to be partner with one of our top municipal government clients in the search for a Workfoce Management Specialist.

The Workforce Management (WFM) Specialist plays a critical role in ensuring efficient and effective contact center operations. This position requires a combination of analytical, technical, and interpersonal skills to accurately forecast demand, plan staffing capacity, and schedule agents effectively.

This is a 1-YEAR CONTRACT and follows a hybrid model with 2 days on site.

Key Responsibilities:

• Forecasting Demand:
  • Analyze historical and real-time data to predict contact volumes across all channels (calls, emails, chats, etc.).
  • Utilize predictive modeling techniques to identify trends, seasonality, and anomalies in contact patterns.
  • Collaborate with stakeholders to incorporate new business initiatives and operational changes into forecasts.
    
    
• Capacity Planning:
  • Develop short-term and long-term staffing plans that align with forecasted demand and budgetary constraints.
  • Create contingency plans to address unexpected events, such as peak volumes, staffing shortages, and system outages.
  • Partner with HR and recruitment teams to ensure adequate staffing levels are maintained.
    
    
• Scheduling:
  • Design and implement efficient and equitable agent schedules that meet service level agreements (SLAs) and comply with labor regulations.
  • Optimize schedule adherence by proactively addressing potential conflicts and scheduling adjustments.
  • Ensure schedules are aligned with employee preferences and organizational objectives.
    
    
• Real-Time Management:
  • Monitor contact center activity in real-time to identify and address any deviations from forecasted volumes or scheduled staffing levels.
  • Implement intraday adjustments to schedules to maintain service levels during peak periods or unexpected events.
  • Collaborate with operations teams to effectively manage real-time staffing challenges.
    
    
• Performance Reporting & Analysis:
  • Develop and maintain key performance indicators (KPIs) related to WFM performance, including forecast accuracy, schedule adherence, and service level attainment.
  • Analyze contact center data and customer feedback to identify areas for improvement in agent performance and customer experience.
  • Prepare and present insightful reports to stakeholders on WFM performance and operational effectiveness.
    
    
• Process Improvement:
  • Continuously evaluate and improve WFM processes and methodologies to enhance efficiency and effectiveness.
  • Identify and implement new technologies and tools to improve forecasting accuracy and optimize resource allocation.
  • Stay abreast of industry best practices and emerging trends in contact center workforce management.

Requirements:

• Must have proven experience as a Workforce Management Analyst or Specialist in a contact center environment.
• Must be able to create scheduling and forecasting models/templates from scratch.
• Strong analytical and problem-solving skills with the ability to analyze data, identify trends, and make data-driven decisions.
• Proficiency in WFM software and tools (Genesys preferred), including workforce management platforms, forecasting tools, and data visualization dashboards.

Apply here or share your resume with tammy.banfield@altis.com

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.