Workforce Management Specialist

At Symbos, we create connected experiences that begin with empathy, are powered by technology, and grounded in a culture that inspires trust, sparks innovation, and delivers meaningful outcomes. As we continue to grow, we are looking for a Workforce Management (WFM) Specialist who will play a critical role in forecasting, capacity planning, scheduling, real-time management and reporting.

What You’ll Do

• Develop and maintain short, medium and long-term capacity plans across programs and lines of business, balancing demand drivers (volume, AHT, shrinkage, seasonality) against supply (FTE, schedules, leave, attrition).
• Model supply and demand scenarios to support recruitment planning, training pipelines, attrition assumptions and business growth or change.
• Translate forecasts into actionable hiring, training and resourcing recommendations.
• Develop, maintain, and analyze accurate forecasts for call, chat, and email volumes across multiple lines of business
• Ensure schedule adherence to support business requirements, operational efficiency, and service excellence.
• Monitor real-time queues, service levels, and agent adherence; adjust as needed to ensure targets are met
• Partner with Operations leadership on capacity planning, recruitment forecasting and resourcing strategy discussions
• Build and maintain standardized daily, weekly and monthly insight packs for operations and leadership.
• Develop reusable dashboards, templates and analytical models that scale across programs.
• Translate workforce data and trends into clear, actionable recommendations.
  
  

• Bachelor’s Degree in any field (or equivalent work experience)
• At least 5 years of experience in Workforce Management (forecasting, capacity planning, scheduling, real-time and reporting)
• Strong analytical and problem-solving skills with keen attention to detail
• Proficiency in WFM tools and MS Excel (experience with Avaya, IEX, or similar systems is a plus)
• Ability to work collaboratively with cross-functional teams
• Excellent communication skills and the ability to present data in a clear, actionable way
  
  

• Competitive salary
• HMO coverage starting Day 1
• Group life insurance
• Performance incentives
• Mental health helpline
• Health and wellness initiatives to support your well-being
• Access to learning & development programs to fuel your professional growth
• The chance to be part of a pioneer organization with day shift opportunities while supporting new and exciting programs