Workforce Management Specialist (Remote, EMEA)

Job summary

The Workforce Management Specialist is essential for optimizing the operations of support teams through effective scheduling and real-time management to meet service level agreements (SLAs) and operational objectives. This role involves workload forecasting and leveraging data to create accurate staffing plans.

Qualifications

• Demonstrated experience in workforce management, including scheduling and forecasting in a multi-department or multi-site context.
• Strong analytical and problem-solving abilities to interpret data insights effectively.
• Familiarity with workforce management tools/software (e.g., NICE, Teleopti, Assembled) is preferred.
• Proven capability to handle time-sensitive and high-pressure situations.
• Excellent written and verbal communication skills for conveying complex information to various stakeholders.
• Fluency in English is mandatory.
• Experience in remote or distributed teams is advantageous.
• A proactive mindset towards process improvements and staying informed on industry best practices.

Responsibilities

• Develop and maintain agent schedules that align with forecasted workloads and operational needs while adhering to labor laws and company policies.
• Monitor real-time metrics such as ticket volumes and agent availability to ensure optimal coverage and SLA compliance.
• Address staffing gaps or workload changes by reallocating resources or adjusting assignments proactively.
• Track and report on schedule adherence, attendance, and productivity metrics.
• Identify and escalate real-time issues to relevant stakeholders and implement contingency plans as necessary.
• Suggest and execute process improvements or automation opportunities to enhance workforce management efficiency.
• Assist in creating accurate short-term and long-term workload forecasts by analyzing historical data and current trends.
• Collaborate with stakeholders to translate forecasts into actionable staffing plans and schedules.
• Generate detailed reports on team performance and operational efficiency, identifying trends and areas for improvement.

Tools

Benefits

• Workforce management software (e.g., NICE, Teleopti, Assembled or similar).
• Work from anywhere with flexible paid time off and working hours.
• 16 weeks of paid parental leave and mental health support services.
• Stock options, learning budget, and home office budget for IT equipment.
• Budget for local in-person social events or co-working spaces.