WORKFORCE MANAGEMENT (WFM) SPECIALIST @ OUTSOURCE GLOBAL TECHNOLOGIES LIMITED
Outsource Global Technologies Limited is looking for a detail-oriented Workforce Management (WFM) Specialist to join its contact center operations team in Abuja. The successful candidate will be responsible for developing and maintaining workforce forecasts and staffing plans, ensuring that schedules are perfectly aligned with service level targets. This role requires an analytical mind capable of monitoring real-time operational performance and staffing levels to maintain high efficiency.
Key responsibilities include tracking vital WFM metrics such as Service Level, Occupancy, Adherence, Shrinkage, and Forecast Accuracy. The specialist will collaborate extensively with various departments, including Operations, HR, Recruitment, QA, and Training, to identify staffing gaps and recommend corrective actions. Additionally, the role involves preparing daily, weekly, and monthly operational reports and supporting process improvement through reporting automation to optimize workforce productivity.
Key responsibilities include tracking vital WFM metrics such as Service Level, Occupancy, Adherence, Shrinkage, and Forecast Accuracy. The specialist will collaborate extensively with various departments, including Operations, HR, Recruitment, QA, and Training, to identify staffing gaps and recommend corrective actions. Additionally, the role involves preparing daily, weekly, and monthly operational reports and supporting process improvement through reporting automation to optimize workforce productivity.
Key Requirements
2–5 years of experience in WFM, Contact Center Operations, Scheduling, or Capacity Planning.
Bachelor's degree in a related field is highly preferred.
Advanced proficiency in Microsoft Excel for complex data analysis and modeling.
Strong analytical and problem-solving skills to identify and flag operational anomalies.
Experience with BPO or customer support environments is considered a plus.
Knowledge of WFM tools and software such as Power BI, Tableau, or SQL.
Solid understanding of core metrics including shrinkage, occupancy, and forecast accuracy.
Proven ability to manage stakeholders and communicate effectively across departments.
Ability to work under pressure and make data-driven decisions in real-time.
Attention to detail and a commitment to maintaining high operational standards.