Workforce Specialist

Overview

As a Workforce Specialist you will work together with the rest of Operations team, Human Resources and other cross-functional teams to forecast staff needs, fulfill requirements for each line of business, and liaise with the training team to ensure the current workforce has the skills and training needed to fulfill the operational needs of the different projects. You will also create a scheduling process to ensure that our operation is covered for each line of business, considering any leave of absence, planned or unforeseen. In addition, you will make daily adjustments to customer service agents' workloads to ensure that no backlog accumulates.

In this role you will support the team in defining optimal flows to forecast staff needs, volumes and new hire skills requirements, as well as benchmarking and implementing different tools to achieve those goals.

Responsibilities

• Analyze current and past inflow and outflow volumes, backlog ...