Workforce Management Specialist

Job Description - Workforce Management Analyst

about Randstad enterprise

Randstad Enterprise Group (REG), a new world-class talent advisory infrastructure that leverages Randstad's

breadth of services to build total talent models that generate maximum business value for clients. Bringing

together Randstad's global strategic accounts teams, with the sales and solution design functions of world-leading

RPO and MSP provider Randstad Sourceright, the new group is focused on elevating enterprise customer value

propositions and developing strategic roadmaps across the total talent lifecycle by drawing on Randstad's

complete portfolio of services, products and solutions globally.

About Team

Our team is a group of talented and dedicated professionals who are passionate about our work and

committed to delivering exceptional results. We are a close-knit group that values collaboration, open

communication, and a supportive work environment. Our team is responsible for recruiting operations

clients across the globe, and we take pride in the important role we play in achieving the goals of our client's

business. We are a diverse group with a range of skills and backgrounds, and we believe that our

differences make us stronger.

We are committed to fostering a culture of learning and growth, and we encourage each other to take on new

challenges and develop our skills. We believe in working hard and having fun, and we enjoy celebrating our

successes together as a team.

About Job

The Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization.

Responsibilities

Provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy and shift coverage.

Assist WFM Manager with forecasting process by monitoring and analyzing volume trend and drivers

Intraday real time monitoring of performance service levels and backlog for all queues, resources, teams, and sites in a 24/5 operation environment

Analyze historical data to utilize for future forecasting and scheduling.

Analyze historical data patterns for future monthly, weekly, daily, and intraday patterns per client needs

Update and send reports related to the performance of each site including but not limited to occupancy, staffing needs and core KPIs and SLAs

Analysis of historical data, forecasting and creating staffing scenarios across business functions

Qualification:

Minimum 2-3 years of experience in WFM is required.

Total 7+ years of experience required in BPO Operations

Prior experience in Scheduling or Capacity planning handling complex set of LOBs

Solution driven and result oriented mindset.

Highly Proficient in Microsoft Office tools.

Ready to work in rotational shift environment handling

Hands on experience on any one or more WFM tools

Excellent verbal and written communication skills.

Able to balance a large-scale function operation while understanding the strategic, detail oriented planning required to deliver it.

Excellent analytical, numerical, problem-solving, and decision-making skills

Ability to effectively present information and engage across internal and external stakeholders