Workforce Management Agent

Position Description

As a Workforce Management Agent, you will support the effective operation of the Transfer Agency Client Service Desk by ensuring appropriate staffing coverage and resource alignment. This role focuses on forecasting workload, planning capacity, and monitoring real-time performance to help maintain service levels and operational efficiency.

You will combine data analysis with coordination across teams to ensure customer demand is met while balancing business and workforce needs.

Your future duties and responsibilities

Key Responsibilities

Forecasting and Analysis:

Analyze historical interaction volumes (calls, emails, chats) and relevant trends to forecast future workload.

Capacity Planning:

Develop and maintain staffing schedules that align with forecasted demand and peak periods to meet Service Level Agreements (SLAs).

Real-Time Monitoring:

Monitor real-time performance, including agent occupancy, schedule adherence, and shrinkage (breaks, training, meetings), and make necessary adjustments to manage volume fluctuations.

Reporting:

Prepare regular reports and dashboards to track performance, identify gaps, and provide actionable insights to stakeholders and leadership.

Stakeholder Collaboration:

Work closely with Team Leads and other stakeholders to coordinate off-phone activities while maintaining service delivery standards.

Qualifications And Skills

Experience:

1–3 years of experience in Workforce Management, preferably in a high-volume contact center or financial services environment.

Analytical Skills:

Strong analytical capabilities with proficiency in Microsoft Excel (e.g., Pivot Tables, VLOOKUP).

Systems Knowledge:

Experience using Workforce Management tools (e.g., Verint, NICE IEX, Genesys) and Customer Relationship Management (CRM) systems.

Industry Knowledge:

Basic understanding of Transfer Agency operations, including mutual funds, distributions, and KYC processes, is an advantage.

Communication Skills:

Ability to communicate schedule changes and operational updates clearly and professionally.

Why This Role Is Important

Effective workforce management is critical to ensuring timely and reliable service in a Transfer Agency environment. This role helps maintain consistent service levels, supports business continuity, and contributes to a positive client and customer experience.

Success Metrics

Service Level (SL): Achievement of target response times (e.g., 80/20).

Schedule Adherence: Alignment between planned schedules and actual agent activity.

Forecast Accuracy: Minimal variance between forecasted and actual volumes.

Note to Candidates:

This role requires flexibility and the ability to adapt to changing business conditions. Strong time management and composure under pressure are essential.

Required Qualifications To Be Successful In This Role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.