WFM Specialist

Job Summary

A WFM Specialist is responsible for proving a monthly forecast for inbound volumes, FTE recommendation and the recommended schedules based on the current arrival patters for the client that is assigned to. Having biweekly meetings with the management team to review the performance, functionality of the HC and schedules, review any negative trend and volume changes that are impacting in any how the account SLA´s, etcetera. If the SLA´s are being breach, it is expected to deliver alternatives that could help the operations team to recover the performance, this can be done by giving a new HC requirement (properly justified), a new set of schedules that could be more suitable to the current arrival patterns, along with other inputs like negative information about the agents productivity.

Responsibilities

The WFM Specialist position is meant to provide support to the Service Desk client by:

• Forecasting the inbound volume of call...