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Workforce Specialist II – Call Center
Location
Mexico
Posted
7 days ago
Salary
0
Seniority
Senior
Job Description
Workforce Specialist II – Call Center
Capgemini
• Develop and maintain long-term workforce forecasts based on business demand, seasonal trends, staffing levels, and operational goals • Execute forecasting and scheduling processes to ensure optimal staffing and service level performance across multiple business units • Conduct workforce analysis to evaluate the impact of operational changes, new initiatives, tools, or process updates on staffing requirements • Provide recommendations and insights to business leaders regarding workforce planning, staffing strategies, and schedule optimization • Partner with Finance to support budgeting, financial forecasting, capital planning, and business case development • Build and maintain strong relationships with operational leaders, vendor teams, Strategic Execution, Finance, Compliance, and other key stakeholders • Analyze call volume trends, workload drivers, shrinkage factors, and workforce performance metrics to support decision-making • Support complex scheduling activities, including shift bids, PTO planning, and capacity management initiatives • Participate in monthly and quarterly business reviews to assess forecast accuracy and workforce performance • Communicate workforce insights, risks, and recommendations to senior leadership and business partners • Utilize statistical forecasting methods and workforce management tools to improve planning accuracy • Identify opportunities for process improvements, automation, and operational efficiencies within workforce management practices • Serve as a subject matter expert on workforce planning and forecasting initiatives within project teams and working groups
Job Requirements
- Experience in Workforce Management (WFM) required
- Contact center experience preferred
- Workforce forecasting and capacity planning experience preferred
- Strong experience with workforce forecasting, scheduling, capacity planning, and service level management
- Proficiency with NICE Workforce Management (WFM) systems
- Experience working with Cisco Telephony platforms
- Strong analytical and problem-solving skills with the ability to interpret large volumes of operational data
- Intermediate SQL skills and experience extracting and analyzing workforce data
- Advanced Microsoft Office skills, particularly Excel for reporting and workforce analysis
Benefits
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements
- Dynamic and inclusive work culture within a globally renowned group
- Private Health and Dental Insurance
- Pension Plan
- Meals tickets
- Life Insurance
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