Workforce Management Assistant

We are looking for a detail-oriented and organized Workforce Management Assistant to join our team and support the workforce management functions, including forecasting, scheduling, and capacity planning to ensure our customer service operations run smoothly and efficiently.

Requirements

• Assist in the development and maintenance of workforce forecasts based on historical data and projected trends.
• Support the scheduling of staff to ensure adequate coverage for call volume and service level requirements.
• Monitor real-time performance and provide insights into staffing needs and operational efficiency.
• Help analyze data and prepare reports related to workforce performance metrics and service levels.
• Collaborate with team leaders and management to address scheduling conflicts and optimize resources.
• Maintain accurate records of employee schedules, attendance, and performance.
• Assist in identifying trends and making recommendations for process improvements in workforce management.