Workforce Optimization Specialist Role Overview
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- Category: Hospitality > Human Resources and Training
Summary
The Workforce Optimization (WFO) Specialist is responsible for ensuring efficient resource utilization, workforce planning, and productivity improvements in customer support or operations environments. This role uses data-driven insights and workforce management tools to forecast staffing needs, monitor performance, and optimize scheduling to meet operational goals. WFO Specialists collaborate closely with HR, operations, and IT to implement best practices, monitor KPIs, and drive continuous improvement across workforce processes.
Responsibilities
- Forecast call/contact volumes and staffing requirements using historical data and predictive modeling.
- Develop, manage, and adjust employee shift schedules to ensure optimal coverage.
- Monitor real-time adherence and service level metrics, making intraday schedule adjustments as necessary.
- Analyze workforce performance data and generate actionable insights for productivity improvements.
- Collaborate with operations, HR, and IT departments to align workforce strategies with business goals.
- Manage and maintain workforce management (WFM) systems and tools.
- Assist with process improvement initiatives to promote efficiency and cost-effectiveness.
- Prepare and present workforce reports and recommendations to management.
- Train and support team leaders on WFO processes, tools, and system functionalities.
Qualifications and Requirements
- Bachelor's degree in business, operations, statistics, human resources, or a related field.
- 2+ years of experience in workforce management, optimization, or related roles (especially in call center, BPO, or back-office operations environments).
- Strong analytical, quantitative, and problem-solving skills.
- Familiarity with Workforce Management tools/platforms (e.g., NICE, Verint, Genesys, Aspect, Kronos).
- Advanced proficiency in Excel and data visualization/reporting tools.
- Basic knowledge of SQL or other data query languages is an advantage.
- Excellent communication and stakeholder management skills.
- Ability to work well in a fast-paced, team-oriented environment.
- Knowledge of process improvement frameworks (Six Sigma, Lean, etc.) is a plus.
Skills
Tech Experts
StackFactor Team
We pride ourselves on utilizing a team of seasoned experts who diligently curate roles, skills, and learning paths by harnessing the power of artificial intelligence and conducting extensive research. Our cutting-edge approach ensures that we not only identify the most relevant opportunities for growth and development but also tailor them to the unique needs and aspirations of each individual. This synergy between human expertise and advanced technology allows us to deliver an exceptional, personalized experience that empowers everybody to thrive in their professional journeys.