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Workforce Management Operations Specialist



Tbilisi, Georgia
Posted on Monday, July 1, 2024

Workforce Management Operations Specialist

Georgia, Tbilisi

  • Remote
  • Full-time
  • Middle

We are seeking for a Workforce Management Operations Specialist to join our team!


  • Creation and maintenance of forecasting/scheduling plans with accurate and efficient scheduling models to meet business objectives on the assigned lines of support;
  • Monitor and optimize ongoing performance on all lines (agents shift planning and optimisation)
  • Control variations between staff available & required per given interval and provide adjustment solutions;
  • Analyze historical data and trends to forecast future contact volumes and staffing requirements, identify opportunities to improve service level and operational efficiencies;
  • Creation of required statistics, charts and reports after data is analyzed;
  • Define and establish operational KPI metrics and draw WFM-related dashboards;
  • Monitor and analyze key performance metrics (e.g. service level, occupancy, shrinkage, attrition, absenteeism) and provide recommendations to improve operational performance;
  • Calculate and work out key CS metrics such as Contact rate, Cost per contact, CS cost breakdown, for the assigned lines of support and regions;
  • Understand BPO management - Control of staffing and available resources while taking into account the forecast targets;
  • Optimize the possible handled volume for all channels to ensure the forecast is met within predetermined KPIs and the optimal allocation of skills.
  • Managing invoicing process - processing payments based on service provided;
  • Constant knowledge improvement in tasks and tools and focus on continuous development;
  • Communication interface to employees - Work closely with various regional and local counterparts/partners on WFM/operational topics.


  • Preferably business education /desirably work experience in Customer Service Centers;
  • Technical proficiency in Google Suite/ MS Office tools;
  • Preferably experience in scheduling/capacity planning;
  • Experience with any planning/scheduling software beneficial;
  • Excellent understanding of numerical reasoning and analytical thinking;
  • Good command of English (spoken and written) is mandatory;
  • High communication and interpersonal skills;
  • High resilience and flexibility;
  • Team orientation;
  • Analytical, structured, result-driven approach and a high level of initiative;
  • Attention to detail and accuracy;
  • Ability to analyze critical situations in the context of operational planning with the aim to present solutions;
  • Ability to interpret complex contractual facts in regards to the components of WFM cycle.

Conditions & Benefits

• Competitive salary & unlimited opportunities for professional and career growth;

• Remote from Georgia;