Workforce Management Specialist

Summary

The Workforce Management (WFM) Specialist is responsible for the forecasting, scheduling, staffing optimization, and performance reporting functions of the Athens Support Center. This role serves as the primary administrator and analyst for Workforce Management capabilities within the Genesys Cloud platform, ensuring the right resources are available at the right time to meet customer demand while supporting operational efficiency and employee engagement.

The WFM Specialist partners closely with ASC leadership, supervisors, and business stakeholders to develop accurate forecasts, optimize schedules, monitor real-time performance, and deliver actionable insights that drive service level achievement, productivity, and customer experience outcomes.

This role plays a critical part in supporting the Athens Support Center’s commitment to delivering consistent exceptional experiences — every customer, every time.

Job Description

Workforce Planning & Forecasting

• Develop short-term, mid-term, and long-term workload forecasts utilizing historical data, business trends, seasonality, growth projections, and operational initiatives.
• Analyze call, email, digital, and future channel demand patterns to identify staffing requirements.
• Create staffing models that support service level objectives, occupancy targets, response times, and customer experience goals.
• Partner with leadership to support annual workforce planning and headcount recommendations.
• Conduct scenario modeling to assess operational impacts of volume fluctuations, city growth, contract additions, and business initiatives.
• Scheduling & Capacity Management
• Develop and maintain optimized schedules within Genesys Cloud Workforce Management.
• Manage shift bids, schedule adjustments, time-off requests, and intraday staffing changes.
• Monitor staffing adherence and recommend schedule modifications to meet changing demand.
• Balance service level performance with employee experience considerations.
• Identify opportunities to improve schedule efficiency, reduce overtime, and optimize workforce utilization.

Real-Time Workforce Management

• ▪ Monitor real-time performance and staffing conditions across all customer interaction channels.
• ▪ Provide intraday recommendations to supervisors and leadership regarding staffing adjustments.
• ▪ Analyze service level, occupancy, queue performance, shrinkage, and adherence trends.
• ▪ Support incident management and contingency staffing plans during unexpected volume spikes or operational disruptions.
• ▪ Ensure staffing alignment with established customer service objectives.

Genesys Cloud Workforce Management Administration

• ▪ Serve as the primary administrator for Genesys Cloud Workforce Management functionality.
• ▪ Configure and maintain forecasting models, staffing groups, schedules, planning groups, and WFM settings.
• ▪ Support enhancements, optimization efforts, and continuous improvement initiatives within the platform.
• ▪ Partner with IT, CX Technology, and vendors on workforce-related system improvements.
• ▪ Maintain data integrity and ensure accurate workforce management reporting.

Reporting & Performance Analytics

• Develop and maintain standard ASC performance reporting.
• Produce daily, weekly, monthly, and executive-level workforce management reports.
• Track and report key performance indicators including:
• – Service Level
• – Average Speed of Answer (ASA)
• – Average Handle Time (AHT)
• – Occupancy
• – Schedule Adherence
• – Shrinkage
• – Forecast Accuracy
• – Abandonment Rate
• – Agent Utilization
• – Staffing Variance
• Identify trends, risks, and opportunities through data analysis.
• Present actionable insights and recommendations to leadership

Continuous Improvement

• Support operational improvement initiatives through workforce analysis and capacity planning.
• Identify opportunities to improve forecasting accuracy and scheduling efficiency.
• Participate in process improvement projects impacting customer experience and operational performance.
• Recommend best practices and workforce management strategies aligned with industry standards.

Qualifications:

Education

• Bachelor’s degree in Business, Operations Management, Analytics, Finance, Mathematics, Statistics, or related field preferred.
• Equivalent combination of education and workforce management experience may be considered.

Experience

• 3+ years of Workforce Management experience in a contact center environment.
• Experience with cloud contact center platforms, preferably Genesys Cloud Workforce Management.
• Experience developing forecasts, schedules, staffing models, and operational performance reports.
• Strong understanding of contact center operations and workforce planning methodologies.
• Experience supporting multi-channel customer service operations preferred.

Knowledge & Skills

• Advanced knowledge of workforce management principles and best practices.
• Strong analytical and problem-solving capabilities.
• Proficiency in Excel, reporting tools, and data analysis.
• Understanding of Erlang staffing methodologies and workforce planning models.
• Strong verbal and written communication skills.
• Ability to translate complex data into actionable business insights.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.

Salary: $85,000 - $110,000

Benefits: