Workforce Management Specialist

Job Description - Workforce Management Analystabout Randstad enterpriseRandstad Enterprise Group (REG), a new world-class talent advisory infrastructure that leverages Randstad'sbreadth of services to build total talent models that generate maximum business value for clients. Bringingtogether Randstad's global strategic accounts teams, with the sales and solution design functions of world-leadingRPO and MSP provider Randstad Sourceright, the new group is focused on elevating enterprise customer valuepropositions and developing strategic roadmaps across the total talent lifecycle by drawing on Randstad'scomplete portfolio of services, products and solutions globally.About TeamOur team is a group of talented and dedicated professionals who are passionate about our work andcommitted to delivering exceptional results. We are a close-knit group that values collaboration, opencommunication, and a supportive work environment. Our team is responsible for recruiting operationsclients across the globe, and we take pride in the important role we play in achieving the goals of our client'sbusiness. We are a diverse group with a range of skills and backgrounds, and we believe that ourdifferences make us stronger.We are committed to fostering a culture of learning and growth, and we encourage each other to take on newchallenges and develop our skills. We believe in working hard and having fun, and we enjoy celebrating oursuccesses together as a team.About JobThe Work Force Management (WFM) involves effective operational planning & execution including Forecasting, Capacity Planning, Scheduling & Real-Time monitoring. Creating and managing staff schedules to accomplish a particular task on a daily/hourly basis. The WFM function helps in decision making regarding revenue roadmap, focus on critical metrics and efficiency improvement for accounts/organization.Responsibilities● Provide analytical support and recommendations for staffing resources to meet objectives such as service levels, occupancy and shift coverage.● Assist WFM Manager with forecasting process by monitoring and analyzing volume trend and drivers● Intraday real time monitoring of performance service levels and backlog for all queues, resources, teams, and sites in a 24/5 operation environment● Analyze historical data to utilize for future forecasting and scheduling.● Analyze historical data patterns for future monthly, weekly, daily, and intraday patterns per client needs● Update and send reports related to the performance of each site including but not limited to occupancy, staffing needs and core KPIs and SLAs● Analysis of historical data, forecasting and creating staffing scenarios across business functionsQualification:● Minimum 2-3 years of experience in WFM is required.● Total 7+ years of experience required in BPO Operations● Prior experience in Scheduling or Capacity planning handling complex set of LOBs● Solution driven and result oriented mindset.● Highly Proficient in Microsoft Office tools.● Ready to work in rotational shift environment handling● Hands on experience on any one or more WFM tools● Excellent verbal and written communication skills.● Able to balance a large-scale function operation while understanding the strategic, detail oriented planning required to deliver it.● Excellent analytical, numerical, problem-solving, and decision-making skills● Ability to effectively present information and engage across internal and external stakeholders

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