About this role
Call Flow Management Monitor real-time call volume and queue performance to ensure service level targets are met Manage call distribution and adjust staffing to address fluctuations in call demand Coordinate with operations teams to resolve call flow bottlenecks and service issues Implement real-time adjustments such as reassigning agents, overtime, or schedule changes Scheduling & Workforce Planning Develop and maintain agent schedules based on forecasted call volume and staffing requirements Manage shift planning, time-off requests, and schedule adherence Optimize staffing levels to meet service level agreements (SLAs) while controlling costs Maintain schedule coverage across multiple queues, teams, or channels if applicable Forecasting & Capacity Planning Analyze historical call data to forecast future call volumes and workload trends Calculate staffing requirements based on service targets and operational metrics Identify staffing gaps and recommend solutions to maintain service levels Reporting & Data Analysis Produce daily, weekly, and monthly operational reports related to call center performance Track key metrics such as service level, occupancy, average handle time (AHT), and schedule adherence Provide insights and recommendations to improve operational efficiency Build dashboards and reports for leadership review Collaboration & Continuous Improvement Work closely with Operations, and leadership teams to support workforce planning Identify process improvements within WFM systems and reporting Support implementation and optimization of workforce management tools Required Qualifications Bachelor’s degree in Business, Operations, Analytics, or a related field (preferred but not required) 3+ years of experience in Workforce Management, Call Center Operations, or similar role Experience with workforce management systems (e.g., NICE, Verint, Genesys, Calabrio, or similar) Strong analytical and problem-solving skills Advanced proficiency in Excel or other reporting tools Ability to analyze large datasets and translate findings into actionable insights Preferred Skills Experience with call center forecasting and capacity planning Strong understanding of call center KPIs and workforce metrics Excellent communication and stakeholder management skills Key Metrics for Success Service Level performance Schedule adherence Forecast accuracy Call abandonment rate Staffing efficiency