Job Title:
Sr Representative RTA | MID
Job Description
Professional Summary: Experienced professional with a strong background in forecasting, capacity management, staffing, and resource management. Proven ability to optimize workforce utilization and meet project KPIs through effective scheduling and analysis.
Key Responsibilities:
Delivering forecasts for interactions, processing time, shrinkage, attrition, and other metrics using standard forecasting tools and analysis.
Managing capacity, staffing, and resources for one or more accounts.
Providing guidelines and directions to WFM Schedulers for schedule creation.
Reviewing scheduling outputs before transferring to WFM RTA & Reporting.
Ensuring optimal utilization and occupancy of the workforce to meet project KPIs.
Calculating requirements for all workflows and providing compliant schedules.
Skills:
Forecasting and Analysis
Capacity Management
Resource Management
Scheduling and Workforce Optimization
KPI Achievement
Standard Forecasting Tools
Professional Experience:
WFM Specialist Company Name | Location | Dates of Employment
Delivered accurate forecasts for various metrics.
Managed capacity and resources for multiple accounts.
Directed WFM Schedulers and reviewed scheduling outputs.
Ensured compliance with guidelines and regulations.
Objective: Dedicated Workforce Management (WFM) professional with extensive experience in forecasting, capacity planning, and resource management. Seeking to leverage my skills and expertise to optimize workforce utilization and achieve project KPIs.
Professional Experience:
Workforce Management Planner
Responsibilities:
- Deliver forecasting for interactions, processing time, shrinkage, attrition, and other metrics using standard tools and analysis.
- Manage capacity, staffing, and resources for multiple accounts.
- Provide guidelines and directions to WFM Scheduler and review scheduling outputs.
- Ensure optimal workforce utilization and occupancy to meet project KPIs.
Key Tasks & Results:
- Establish and update forecasts, long-term capacity planning (+13 weeks), and production planning.
- Collect, review, and correct data for short-, medium-, and long-term forecasting.
- Adjust forecasts based on experience data, client input, external factors, and operational management information.
- Create medium-term forecasts (at least 13 weeks in advance) in consultation with WFM Business Partner.
- Report planning information to Operational Management, WFM RTA & Reporting, and WFM Business Partner.
- Update capacity planning and resource management (skills and availability) for projects.
- Monitor and anticipate production capacity availability, review scheduling approaches, and provide advice to WFM Business Partner.
- Determine hiring strategy with WFM Business Partner and create requests for new hire classes.
Social Interaction:
- Collaborate closely with WFM Scheduler, WFM RTA, and WFM Business Partner.
- Frequent contact with operational management regarding forecast and capacity management.
Workforce Management Scheduler
Responsibilities:
- Deliver requirement calculations for workflows and provide schedules matching requirements and guidelines.
- Ensure optimal resource use and effective workforce occupancy to meet project KPIs.
Key Tasks & Results:
- Create net and gross requirements for workflows based on capacity plans and forecast files.
- Review and process requests for activities, time off, and exceptions into schedules.
- Create employee schedules using automated WFM tools.
- Fine-tune schedules to minimize deviation and inefficiency.
- Ensure schedules comply with labor laws and guidelines.
- Complete Standard Work Instructions for Schedulers and maintain log files.
- Participate in schedule approach reviews and provide suggestions.
- Maintain agent configuration in WFM tools.
Social Interaction:
- Collaborate closely with WFM Planner.
- Frequent contact with operational management regarding scheduling requests and approaches.
Education:
- Required: Intermediate vocational education (High School Diploma or GED)
- Preferred: Bachelor’s degree with a focus on Math, Business, or Statistics (if no call center experience as a scheduler with forecasting experience)
Skills:
- Advanced proficiency in mathematical and analytical skills
- Advanced communication skills
- Strong collaboration skills
- Basic computer skills and proficiency in MS Office (Word, Excel, Outlook)
- Proficiency in forecasting, capacity management, production, and personnel planning
- Problem-solving skills
- Knowledge of WFM systems (preferably NICE IEX)
- Knowledge of COPC and Lean Six Sigma methodologies
- Effective communication and feedback
- Experience as a forecasting analyst or scheduler with forecasting experience
Key Values:
- Knowledge: Be an expert – power of knowledge.
- Ownership: Take ownership of WFM processes.
- Responsibility: Take responsibility for performance and quality.
- Decision: Make decisions to improve – use your knowledge.
- Action: Act instead of expecting someone else to act.
Success Factors:
- Communication
- Analytical abilities
- Initiative
- Team player
- Result-oriented
- Punctual and accurate work methods
- Ability to organize and coordinate tasks/work
- Knowledge of WFM processes, staffing/scheduling, and contact center environment
Location:
MEX Queretaro City - Blvd. Bernardo Quintana no. 302 int. 2 Centro Sur
Language Requirements:
English
Time Type:
Full time
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
