Workforce Management Specialist (Remote, EMEA)

Job summary

The Workforce Management Specialist is essential for the effective operation of support teams, focusing on scheduling and real-time optimization to meet service level agreements (SLAs) and operational goals. This role involves workload forecasting based on business needs, utilizing historical data and current trends to inform staffing plans.

Qualifications

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

Responsibilities

• Develop and maintain agent schedules that align with forecasted workload, operational needs, and employee preferences, ensuring compliance with labor laws and company policies.
• Monitor real-time data, including ticket volumes and agent availability, to ensure optimal coverage and adherence to SLAs.
• Address staffing gaps or workload fluctuations proactively by reallocating resources or adjusting assignments.
• Track and report on schedule adherence, attendance, and productivity metrics.
• Identify and escalate real-time issues (e.g., volume surges, system outages) to relevant stakeholders and execute contingency plans as necessary.
• Recommend and implement process improvements or automation opportunities to enhance workforce management efficiency.
• Assist in developing accurate short-term and long-term workload forecasts by analyzing historical data, current trends, and external factors.
• Collaborate with stakeholders to convert forecasts into actionable staffing plans and schedules.
• Generate and share detailed reports on team performance, operational efficiency, and adherence to KPIs.
• Identify trends, bottlenecks, and areas for improvement using data insights and work with teams to implement solutions.

Tools

Benefits

• Experience with workforce management software such as NICE, Teleopti, or Assembled is preferred.
• Work from anywhere with flexible paid time off and working hours.
• 16 weeks paid parental leave and mental health support services.
• Stock options, learning budget, home office budget, and IT equipment provided.
• Budget for local in-person social events or co-working spaces.