Astreya
Workforce Management Specialist
London
Posted about 14 hours ago
Get notified of more jobs like this · No spam, ever
How your CV stacks up
1Upload CV
2Analyse CV
3Improve CV
Upload your CV to see how well it fits this job role
?%
What this Job Entails:
As a Workforce Management (WFM) Specialist, you will be responsible for end-to-end operational scheduling, forecasting analysis, and queue optimization across global support teams (AMER, APAC, EMEA). Utilizing Verint WFM, you will manage demand data, generate automated multi-tier agent schedules, analyze coverage gaps, and administer user profiles to ensure continuous alignment with Service Level Objectives (SLOs).
Scope:
- Ensure compliance and drive SLOs and KPIs.
- End-to-end operational scheduling, forecasting analysis, and queue optimization.
- Manage demand data, generate automated multi-tier agent schedules, analyze coverage gaps, and administer user profiles to ensure continuous alignment with Service Level Objectives (SLOs).
Your Roles and Responsibilities:
Forecasting & Demand Management
- Gather and import tactical forecast and requirements data across all operational channels.
- Set queue priority levels and parameters in Verint to optimize resource distribution.
- Balance Full-Time Employee Differentials to align scheduled coverage closely with target demand projections.
Automated Scheduling & QA Optimization
- Build, generate, and publish scheduling periods across multi-tier support staff (Level 2, Level 3, and Level 4) and regions.
- Conduct Quality Assurance (QA) using Queue Analytics and Full-Time Employee Differential views to identify hourly staffing gaps and rebalance schedules prior to publication.
- Optimize shift distributions for specialized shifts.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
User & Exception Administration
- Manage employee life-cycle settings in Verint, including skills assignment, organization placement, work rules, and work pattern updates.
- Process employee movement workflows.
- Audit user profile integrity, employee groups, and exception lists.
Real-time Adjustments & Schedule Maintenance
- Process leave and Out of Office requests, shift swaps, and one-way swap tickets in accordance with operational policies.
- Perform historical corrections within standard compliance windows to ensure reporting and metrics accuracy.
- Coordinate holiday and weekend scheduling coverage to ensure service continuity.
Required Qualifications/Skills:
- Analytics & Data Handling: Proficient in extracting, analyzing, and uploading CSV forecast datasets, interpreting queue analytics, and monitoring full-time employee differential metrics. Knowledge of Google Workspace tools, specifically Sheets, is required.
- Operational Knowledge: Solid understanding of multi-channel contact center dynamics (Chats, Calls, Ticketing queues) and tiered support environments. Follows standard practice and procedures when analyzing situations or data. Ability to work in a team environment.
- Attention to Detail: Excellent organizational skills with proven ability to maintain data integrity across user profiles, work rules, and shift assignments. Ability to solve problems, manage time and multiple projects effectively. Ability to embrace a dynamic workflow.
- Communication: Strong cross-functional communication skills for collaborating with Operations Managers (OMs) and regional leads. Builds stable working relationships internally. Outstanding verbal and written communication skills required.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Preferred Qualifications/Skills:
- WFM Tools: Hands-on experience with Workforce Management tool (Forecasting & Scheduling, Campaigns, Queue Analytics, Work Rules, User Management).
Physical Demand & Work Environment:
- Must have the ability to perform office-related tasks which may include prolonged sitting or standing.
- Must be able to use a computer.
- Must have the ability to communicate effectively.
- Must have strong and stable internet connections.
- Must have an appropriate and quiet work environment.
- Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers.
Trusted by 25,000+ job seekers
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Workforce Management
Verint WFM
Forecasting
Scheduling
Queue Optimization
Data Analysis
Google Sheets
Contact Center Operations
Service Level Objectives
KPI Management
Quality Assurance
Data Integrity
Cross-functional Communication
Time Management
Problem Solving
Location