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Tier-1 brand and metro location raise competition, but niche WFM specialization limits applicant pool.
WFM is contact-center specific but transferable across industries with service operations, giving moderate sensitivity.
Explicit 5-year WFM requirement plus mandatory Genesys/IEX tooling increases filtering strictness.
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Own end-to-end workforce management metrics analysis (SLA, shrinkage, occupancy, adherence, AHT) and integrate insights into operational planning.
Manage queue operations and communicate workforce strategies and performance across internal teams and outsourced partners.
Provide real-time schedule adherence support and performance analysis to optimize operational efficiency.
Minimum 5 years of workforce management (WFM) experience with hands-on queue management and scheduling analysis.
Experience with WFM tools such as Genesys, IEX, Tableau, Superset, or Salesforce.
Ability to travel nationally and internationally occasionally and work on weekends and holidays as per business needs.
Strong proficiency in data analysis, Excel, and Google Sheets.
Experienced in dynamic, fast-paced work environments requiring multi-dimensional task management and rapid adaptation to changes.
Demonstrates strong problem-solving skills and big-picture thinking to streamline processes and plan business improvements.
Capable of effective communication and relationship building across teams and external partners.