Workforce Management Specialist
1 day ago
Job description
WHO WE ARE:
Beyondsoft Consulting, Inc. is a leading technical solutions and consulting partner. We combine emerging technologies and proven methodologies to tailor elegant solutions that solve complex challenges and empower our customers to accelerate their business goals. For the past 25+ years we have been providing a broad range of high-quality IT services, including staff augmentation, business process outsourcing, custom software solutions, test automation, digital enablement, and other software engineering and digital transformation services.
WHAT WE'RE ABOUT:
We believe that collaboration, transparency, and accountability are the values that guide our business, our delivery, and our brand. Everyone has something to bring to the table, and we believe in working together with our peers and clients to leverage the best of one another in everything we do. When we proactively collaborate, business decisions become easier, innovation is greater, and outcomes are better.
Our ability to achieve our mission and live out our values depends upon a diverse, equitable, and inclusive culture. So, we strive to foster a workplace where people have the respect, support, and voice they deserve, where innovative ideas flourish, and where people can unleash their brilliance. For more information regarding DEI at Beyondsoft, please go to
Job Description:
POSITION SUMMARY:
We are seeking highly motivated and analytical Workforce Management (WFM) professionals to collaborate on a strategic client project within the IT contact center sector. This role is part of a high-performing workforce and business analysis team supporting a large Enterprise-level client.
This is a fully remote role based in India, with shift timings aligned to afternoon to night hours. Flexibility to work weekends, holidays, and in a 24x7 operational environment may be required.
The ideal candidate will have strong communication and analytical skills, with proven experience working under tight deadlines in dynamic, fast-paced environments. Prior exposure to international enterprise clients, contact center operations, and Workforce Management teams is highly preferred.
This role requires hands-on expertise in advanced WFM calculations (manual interval forecasting, Erlang modeling, occupancy modeling), deep knowledge of reporting tools, and strong proficiency in Excel. Candidates must be comfortable working independently while collaborating with cross-functional stakeholders across Service Delivery, Operations, and external suppliers.
WHAT YOU WILL BE DOING:
- Collect staffing data, conduct analyses of gaps/surpluses/trends, and deliver those analyses to internal and external stakeholders.
- Identify staffing gaps and provide recommendations to suppliers and Service Delivery.
- Perform analysis of historic staffing utilization and resource deployment.
- Experience creating IDP (intra-day Pattern Reports/interval forecasting) manually via excel for volume is required. AHT Profiling or FTE Headcount/Productive Hours calculation a plus
- Delivery of weekly and monthly quality reports.
- Coordinate with operations managers, delivery partners, and call center advocates.
- Lead capacity planning with Service Delivery and all resource lock/performance calls with internal and external stakeholders.
- Scheduling & Staffing knowledge
- Aware of key concepts like scheduling influx, arrival pattern etc.
- Perform additional duties as assigned.
MINIMUM QUALIFICATIONS:
- 5+ years' Workforce Management experience, specifically enterprise resource planning
- Excellent verbal and written English communication skills.
- Must have strong experience with
Calabrio
. - Experience in building and reviewing data models in Excel.
- Must have strong experience with Erlang based modelling and Occupancy based modelling in Excel.
- Strong ability to prioritize workload and delivery with deadlines.
- Critical thinking and data analysis skills.
- Ability to adapt to a fast paced and dynamic environment.
- Ability to work weekend and/or holidays as needed.
- 24 X 7 HOOP
- Team Player with passion for individual initiate.
- Advanced proficiency in Excel: Building, using, and maintaining complex pivot tables, doing advanced Workforce Management calculations manually (interval based forecasting, erlang, occupancy, etc.)
- Knowledge of Teleopti will be added advantage.
- Advanced knowledge of Workforce Management math/calculations – not relying on automations like IEX
- MS Office Suite (Word, Excel, PowerPoint, SharePoint, Teams, etc...).
- Experience with visual reporting tools such as Power BI or Tableau
- Occasional infrequent in person activity may be required
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