FSB - Workforce Specialist II (Call Center)

3 hours, 33 minutes ago
Full-time
Mid Level
Customer and Technical Support
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 long-term workforce forecasts based on business demand, seasonal trends, staffing levels, and operational goals.
  • Execute forecasting and scheduling processes to maintain optimal staffing and service level performance across multiple business units.
  • Conduct workforce analysis to assess the impact of operational changes, new initiatives, tools, and process updates on staffing needs.
  • Provide staffing, scheduling, and workforce planning recommendations to business leaders and senior stakeholders.
  • Partner with Finance on budgeting, financial forecasting, capital planning, and business case development.
  • Build and maintain relationships with operational leaders, vendor teams, Strategic Execution, Finance, Compliance, and other stakeholders.
  • Analyze call volume trends, workload drivers, shrinkage factors, and workforce performance metrics to support decisions.
  • Support complex scheduling activities including shift bids, PTO planning, and capacity management initiatives.
  • Participate in monthly and quarterly business reviews to evaluate forecast accuracy and workforce performance.
  • Identify process improvement, automation, and operational efficiency opportunities within workforce management practices.

Requirements

  • Experience in Workforce Management (WFM) is required.
  • Contact center experience is preferred.
  • Experience in workforce forecasting and capacity planning is preferred.
  • Strong experience with workforce forecasting, scheduling, capacity planning, and service level management.
  • Proficiency with NICE Workforce Management (WFM) systems.
  • Experience working with Cisco Telephony platforms.
  • Strong analytical and problem-solving skills with the ability to interpret large volumes of operational data.
  • Intermediate SQL skills and experience extracting and analyzing workforce data.
  • Advanced Microsoft Office skills, particularly Excel for reporting and workforce analysis.

Benefits

  • Competitive salary and performance-based bonuses.
  • Comprehensive benefits package.
  • Career development and training opportunities.
  • Flexible work arrangements.
  • Dynamic and inclusive work culture within a globally renowned group.
  • Private health and dental insurance.
  • Pension plan.
  • Meals tickets and life insurance.

Interested in this position?

Apply directly on the company website

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