Workforce Expert WFMaaS

Key Responsibilities

• Develop and manage short-, mid-, and long-term capacity plans based on business forecasts and operational requirements.
• Analyze historical trends, demand patterns, and workforce data to identify future capacity requirements and potential gaps.
• Design and optimize advanced workforce scheduling strategies, balancing business requirements, employee preferences, and compliance.
• Build capacity planning models, forecasting tools, dashboards, and management reports.
• Perform advanced analytics to identify workforce trends, improve utilization, and support data-driven decision-making.
• Identify opportunities to improve WFM processes, tools, and methodologies and implement best practices.
• Partner with Operations, HR, IT, and other stakeholders to align workforce requirements with business objectives.
• Provide expert guidance and mentoring to WFM teams on capacity planning, forecasting, and scheduling.
• Support the implementation and optimization of WFM platforms and technologies.
• Stay updated on industry trends, emerging WFM practices, and workforce optimization techniques.
  
  

• Bachelor's degree in Operations Research, Industrial Engineering, Business Analytics, or a related field preferred.
• 5+ years of experience in Workforce Management, with strong expertise in capacity planning and advanced scheduling.
• Advanced proficiency in MS Excel and statistical/data analysis tools.
• Hands-on experience with WFM platforms such as Verint, Genesys, Aspect, or similar tools.
• Strong knowledge of forecasting, capacity planning, scheduling, and workforce optimization.
• Excellent analytical, problem-solving, and data interpretation skills.
• Strong communication and presentation skills, with the ability to present complex insights to senior stakeholders.
• Experience in training, mentoring, and developing WFM professionals is an advantage.