WFM / RTA Specialist | Shaw | pooling

Job Description

Key Responsibilities

Forecasting & Capacity Planning

• Develop short-term and long-term volume forecasts using historical trends and business projections.
• Analyze staffing requirements and recommend hiring plans based on forecasted demand.
• Support operational planning activities and capacity management initiatives.
• Conduct trend analysis to identify risks and opportunities impacting staffing needs.

Scheduling & Workforce Optimization

• Create and maintain agent schedules that align with business requirements and service level targets.
• Manage shift bids, schedule changes, time-off requests, and workforce adjustments.
• Optimize staffing efficiency through schedule modeling and workforce planning strategies.
• Ensure adherence to labor standards and client requirements.

Real-Time Management (RTA)

• Monitor real-time performance and staffing levels against forecasted demand.
• Analyze intraday trends and make recommendations to mitigate service level risks.
• Coordinate with Operations leaders regarding staffing gaps, overtime, voluntary time off (VTO), and schedule modifications.
• Track key performance indicators including service level, occupancy, shrinkage, and productivity metrics.

Reporting & Analytics

• Generate daily, weekly, and monthly workforce management reports.
• Provide operational insights through data analysis and performance dashboards.
• Identify root causes of staffing variances and recommend corrective actions.
• Support leadership with workforce planning presentations and business reviews.

Stakeholder Management

• Collaborate with Operations, Recruitment, Training, HR, and Client partners to align workforce strategies.
• Participate in planning meetings to ensure readiness for business changes and hiring demands.
• Communicate workforce risks, recommendations, and action plans to stakeholders.

Qualifications

Required

• Bachelor's degree preferred or equivalent work experience.
• Minimum 2–4 years of Workforce Management experience in a BPO, contact center, or customer service environment.
• Experience in forecasting, scheduling, capacity planning, and/or real-time management.
• Advanced proficiency in Microsoft Excel (Pivot Tables, VLOOKUP/XLOOKUP, Power Query, reporting).
• Strong analytical, problem-solving, and data interpretation skills.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced and dynamic environment.
• Willingness to work flexible schedules, including shifting schedules if required.

Preferred

• Experience supporting telecommunications, technology, or customer service accounts.
• Knowledge of workforce management tools such as:
  • Verint
  • NICE IEX
  • Aspect
  • eWFM
  • Genesys
  • Calabrio
• Familiarity with contact center metrics including:
  • Service Level
  • Average Handle Time (AHT)
  • Occupancy
  • Shrinkage
  • Forecast Accuracy
  • Schedule Adherence
  • Attrition Analysis

Additional Information

Internal Qualifications:

• Must have FY26 PDP score of Exceeds Expectations (4) or Outstanding (5)
• Tenure of at least 12 months
• No Active DA 
• experience in Tech Sales is an advantage