FBS - Workforce Specialist II

As a Workforce Specialist II, you'll join our Workforce Management team and help shape how we plan for future staffing needs across our contact center operations.

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.

Your responsibilities will include:

• Managing long-term capacity and staffing plans across multiple contact center channels.
• Developing and maintaining workforce forecasts based on volumes, trends, staffing, shrinkage, and business initiatives.
• Analyzing workforce data and translating insights into clear, actionable recommendations.
• Creating staffing scenarios and recommending solutions when business needs or priorities change.
• Presenting forecasts and staffing recommendations to Director and Senior Director-level stakeholders.
• Partnering with Finance and business teams to support workforce and budget planning.
• Using Excel, SQL, and WFM tools to analyze data and maintain forecasting models.
• Responding to ad hoc workforce requests and helping identify opportunities to improve processes and planning.

To be successful in this role, you'll need:

• 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.
• 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.
• 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.

We offer a competitive compensation and benefits package, including:

• 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