# FBS - Workforce Specialist II

**Company**: Capgemini
**Location**: Brazil
**Work arrangement**: remote
**Experience**: senior
**Category**: Operations
**Industry**: Insurance
**Wikidata**: https://www.wikidata.org/wiki/Q1034621

**Apply**: https://jobs.workable.com/view/bTMWbn5uAdWKLA2mvd9fxS/remote-fbs---workforce-specialist-ii-in-brazil-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/fbs-workforce-specialist-ii-906414d5-b03/

## Description

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

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- Excel
- SQL
- WFM tools
- analytical skills
- problem-solving skills
- communication skills

### Nice to have
- WFM platforms such as IEX
- Erlang C
- Cisco
- Avaya

---

Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/bTMWbn5uAdWKLA2mvd9fxS/remote-fbs---workforce-specialist-ii-in-brazil-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)