FBS Workforce Specialist I

1 hour, 48 minutes ago
Full-time
Junior
Data Science and Analytics
Capgemini

Capgemini

Capgemini is a global leader in consulting, technology services, and digital transformation, empowering businesses with innovative solutions and expertise to thrive in a rapidly evolving market.

Internet Software & Services
100K+
Founded 1967
$93M raised

Description

  • Develop and maintain workload and shrinkage forecasts for up to six weeks using historical trends, seasonality, and staffing assumptions.
  • Analyze staffing capacity and recommend alternatives to meet service level objectives.
  • Support change integration efforts by aligning workforce resources with system, tool, telephony, and process changes.
  • Plan scheduling needs related to compliance requirements, training activities, shift analysis, and bidding processes.
  • Conduct forecast-to-actual analysis, identify variances, and recommend corrective actions to improve forecast accuracy.
  • Perform workforce analytics to identify trends in attrition, utilization, span of control, and staffing gaps.
  • Use data and analytics to assess operational impact and provide actionable recommendations to business leaders.
  • Act as a subject matter expert for workforce management tools, systems, and related initiatives.
  • Troubleshoot workforce technology issues and communicate progress and solutions to stakeholders.
  • Document workforce processes, support ad hoc analyses, and participate in projects and working groups.

Requirements

  • 1-3 years of experience in Workforce Management or a related role.
  • 1 year of experience with forecasting required.
  • 4 years of experience in a contact center preferred.
  • Strong analytical and problem-solving skills.
  • Fluent English, both written and verbal.
  • Intermediate proficiency in Microsoft Excel.
  • Entry-level proficiency in Microsoft SQL.
  • Entry-level proficiency in NICE IEX Workforce Management.

Benefits

  • Competitive salary and performance-based bonuses.
  • Comprehensive benefits package including grocery vouchers, savings fund, SGMM, and more.
  • Career development and training opportunities.
  • Dynamic and inclusive work culture within a globally renowned group.
  • Private health insurance.
  • Pension plan.
  • Paid time off.
  • Training and development support.

Interested in this position?

Apply directly on the company website

Apply Now

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