FBS - Workforce Specialist II

As a Workforce Specialist II, you'll focus on long-term capacity planning and forecasting, looking from one month to 18+ months ahead. You'll analyze workforce trends, build staffing scenarios, and turn data into recommendations that help the business meet service-level and operational goals.

You will:

• Manage long-term capacity and staffing plans across multiple contact center channels.
• Develop and maintain workforce forecasts based on volumes, trends, staffing, shrinkage, and business initiatives.
• Analyze workforce data and translate insights into clear, actionable recommendations.
• Create staffing scenarios and recommend solutions when business needs or priorities change.
• Present forecasts and staffing recommendations to Director and Senior Director-level stakeholders.
• Partner with Finance and business teams to support workforce and budget planning.
• Use Excel, SQL, and WFM tools to analyze data and maintain forecasting models.
• Respond to ad hoc workforce requests and help identify opportunities to improve processes and planning.

Requirements:

• 3–5 years of Workforce Management experience, ideally in a contact center environment.
• Experience with forecasting and capacity/staffing planning, preferably long-term.
• Advanced Excel skills are required.
• Strong analytical and problem-solving skills with the ability to identify trends and make data-driven recommendations.
• Strong written and verbal communication skills, with confidence presenting to leadership.
• Ability to work independently, prioritize changing business needs, and proactively communicate opportunities or risks.
• Fluent English required.
• Experience with SQL and WFM platforms such as IEX is preferred.
• Knowledge of Erlang C, Cisco, Avaya, or similar contact center tools/methodologies is a plus.
• Bachelor's degree preferred.

Benefits:

• Competitive salary and performance-based bonuses
• Comprehensive benefits package
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development