Workforce Management Specialist
3 weeks ago
We are seeking a skilled Workforce Management Specialist to join our team at Aptino, Inc. as a Scheduler (WFM).
Main Responsibilities:
• Develop and maintain accurate schedules for employees based on forecasted workload, business needs, and employee availability.
• Adjust schedules to accommodate changes such as unexpected absences, fluctuations in demand, and special events.
Key Performance Indicators (KPIs):
• Ensure that schedules are designed to meet service level agreements (SLAs) and performance targets.
• Monitor adherence to schedules and report on key metrics like occupancy, utilization, and shrinkage.
Collaboration and Communication:
• Communicate schedule changes, updates, and adjustments to employees and management in a timely manner.
• Collaborate with team leaders and management to address staffing issues, training needs, and other operational concerns.
Requirements:
• Proficiency in WFM software (e.g., NICE, Verint, Genesys).
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and manage multiple priorities.
• Attention to detail and organizational skills.
• Basic knowledge of labor laws and regulations.
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