Job Description

The WFM Specialist is responsible for the following

Responsible to provide headcount and capacity planning projections, create and recommend optimal HC scenarios to meet SLA targets and discuss with stakeholders.

Review, validate and ensure timely delivery and accuracy of reports from other WFM disciplines Forecasting, Capacity Planning, Scheduling and Reporting .

Responsible for developing and ensuring integrity and consistency of set WFM processes procedures applicable to the accounts being handled.

Responsible for ensuring Service Delivery to the client, balancing staffing requirements with operational efficiencies and financial goals.

Ability to extract, manipulate and present data from WFM applications manual platforms.

Maximize benefits from WFM analysis with recurring insights, feedback, and recommendation to program Operations Managers and Global Delivery Lead.

Conduct monthly coaching and performance feedback to their direct reports
Oversight of reporting processes by team, review all incoming work for clarity, provide clear work directions, e.g., receive requests for reporting assistance from the field, determine level of reporting assistance required and respond appropriately
Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
Manage workforce scheduling and capacity planning to ensure staffing expectations are met. Provide development opportunities, when available for implementation, with assistance from program leadership members.
Prepare and analyze complex reports information and formulate conclusions
Act as reporting subject matter expert for team members, peers and or clients as assigned

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Job Qualifications
Basic Qualifications
High School Diploma GED Required
Minimum of 1 year of experience with workforce management and managing projects to established SLA s.
Active account on Facebook and a minimum of one other social network
Active user of social media services

Preferred Qualifications
Minimum of 2 3 years experience in delivery operations
Bachelor s Degree
Minimum of 1 year of experience in a customer facing operations environment
Minimum of 1 year of experience managing developing teams of professionals.
Preferred experience supporting project operations to achieve daily goals and deliverables
Fast paced dynamic environment
Schedule flexibility
Reporting and analytics experience.
Proven ability to work creatively and analytically in a problem solving environment
Desire to work in an information systems environment
Excellent communication written and oral and interpersonal skills

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as applicable by law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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