Workforce Management Specialist (WFM)

Workforce Management Specialist (WFM)

Employment Type: Full-time

Position Overview

The role demands strong analytical thinking, technical expertise in WFM systems, and the ability to drive data-backed decisions in a HIPAA-compliant and highly regulated healthcare BPO environment.

This position is ideal for someone who thrives in a mission-driven, high-growth environment where accountability, data integrity, and empathy matter equally.

Key Responsibilities

• Develop short- and long-term volume forecasts by analyzing historical trends, seasonality, healthcare-related cycles.
• Translate forecasted workloads into FTE requirements using staffing models.
• Design, generate, and optimize agent schedules.
• Conduct capacity planning exercises.
• Collaborate with Recruitment and Training to align hiring plans.

• Monitor real-time queues and agent adherence.
• Serve as the 1st level escalation point for Intraday Analysts.
• Recommend and implement real-time actions.
• Lead intraday re-forecasting as needed.

• Design and generate real-time, intraday, daily, and monthly reports.
• Deliver trend analyses and actionable insights.
• Automate reports using Excel macros, Power BI, Tableau.
• Primary escalation point for reporting issues.

• Provide knowledge transfer and process training.
• Enhance report frameworks and develop analytics.
• Champion continuous improvement.

• You Will Thrive in This Role If You:
• Lead with clarity and calmness in high-pressure situations.
• Uphold high standards of data accuracy and ethical decision-making.
• Solve problems proactively.
• Collaborate and value performance and care equally.
• Embrace feedback and support a growth environment.
• Value service to others and integrity.

• Forecast Accuracy (% variance)
• Schedule Efficiency
• SLA Performance
• Occupancy Rate and Utilization
• Automation Efficiency
• Stakeholder Satisfaction

• Workforce Management Systems: Verint, NICE IEX, Genesys WFM, Avaya CMS
• Reporting & BI Tools: Excel (VBA/macros), Power BI, Tableau, SQL
• Collaboration: MS Teams, Google Workspace, SharePoint
• CRM Systems: Salesforce, Zendesk

Qualifications & Skills

Minimum Requirements:

• Bachelor’s Degree in a related field
• 2–3 years of WFM experience in a BPO setting
• Experience in real-time monitoring, scheduling, or forecasting
• WFM tool proficiency (e.g., Avaya CMS, NICE)
• Decision-making skills under pressure
• Strong analytical skills and attention to detail
• Proficiency in Excel VBA/macros

Preferred Qualifications:

• Experience in US healthcare accounts
• Knowledge of HIPAA and healthcare regulations
• Six Sigma/Lean exposure
• Experience with 24/7 support models

• Willing to work rotating shifts, weekends, and holidays if required
• Willing to work on-site at least two (2) times a week.
• Flexible to support multiple time zones