WORKFORCE SPECIALIST (SOUTHPARK)

Workforce Specialist is responsible for real-time monitoring, scheduling, and workforce analysis to support staffing efficiency, service level attainment, and overall operational performance. Key Responsibilities: Monitor real-time operations and recommend staffing adjustments to achieve service level targets. Create and maintain schedules aligned with forecasted business requirements. Analyze workforce performance and provide actionable insights and recommendations. Prepare workforce reports and communicate staffing risks, trends, and opportunities. Collaborate with operations and support teams to address workforce-related requirements. Maintain workforce management systems, schedules, and staffing records accurately. Support process improvement initiatives to enhance operational efficiency and productivity. Qualifications: Minimum of 3 years of Workforce Management (WFM), Scheduling, Capacity Planning, or Real-Time Management experience in a contact center environment preferred. Fresh graduates with strong analytical and mathematical skills are encouraged to apply. Proficient in Microsoft Excel and Microsoft Office applications. Experience with WFM tools (NICE, Verint, IEX, Calabrio, Genesys WFM, or similar) is an advantage. Strong problem-solving, communication, and stakeholder management skills. Ability to thrive in a fast-paced environment and make data-driven decisions.