Workforce Services Specialist

About the role

Workforce Dialer - Workforce Management (WFM)

What you'll do

• Lead end-to-end forecasting and capacity planning for back-office or non-voice processes
• Build and manage volume forecasts, workload models, and staffing plans aligned to SLAs and business targets
• Analyze historical data, seasonality, and business drivers to generate accurate demand forecasts
• Perform deep-dive data analysis to identify productivity improvements, capacity gaps, and efficiency opportunities
• Develop and maintain interactive dashboards and reports using Power BI for real-time performance tracking

What you need

• 7–11 yrs of experience
• Power BI
• Dashboarding
• Data analysis
• Power Query
• Power Apps
• Power Automate
• Any graduate