Workforce Management Specialist (WFM)

Key Responsibilities

• Forecast workforce demand, prepare call-center staffing schedules, and develop scheduling models and efficiency indicators.

• Understand scheduling rules and balance required staffing against actual staffing to minimize workforce gaps.

• Monitor real-time operations data for online and hotline services, including service level, average handling time (AHT), customer satisfaction, first-contact resolution, utilization, and occupancy.

• Use Excel and PowerPoint for data modeling and reporting to support operational decisions.

Position Requirements

• At least one year of call-center experience; proficient in Office applications, particularly Excel and PowerPoint.

• Experience in workforce scheduling, manpower-demand forecasting, and data analysis.

• Able to build scheduling models and efficiency metrics and minimize the gap between forecast staffing needs and scheduled staffing.

• Familiar with real-time monitoring systems for online and hotline services.

• Understand calculation methods for service level, AHT, satisfaction, resolution rate, utilization, and occupancy.