WFM / RTA Specialist | Shaw | pooling

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. 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 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