WFO Operations - SME

This is a remote position.

A Better Together philosophy towards building a better world

Aligned Automation is a strategic service provider that partners with Fortune 500 leaders to digitize enterprise operations and enable business strategies. We believe we can create positive, lasting change in the way our clients work while advancing the global impact of their business solutions for a more optimistic and better world. We are passionate about building and sustaining an inclusive and equitable workplace where all people can develop and thrive. Enriched by our 4C's Care, Courage, Curiosity, and Collaboration our culture supports solutions that empower the possible.

Years of Experience: 5 to 8 Years

Job Summary:

Key Responsibilities:

• Analyze historical data to predict call volumes and staffing needs.
  
• Develop and manage agent schedules, ensuring alignment with forecasts.
  
• Monitor real-time adherence and adjust schedules as needed.
  
• Generate performance reports and provide recommendations for improvement.
  
• Ensure compliance with labor laws and organizational policies.
  
• Manage time-off requests, shift swaps, and other schedule adjustments.
  

Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
  
• Proficiency in WFM software and advanced Excel skills.
  
• Strong analytical and problem-solving skills.
  
• Excellent communication and collaboration abilities.
  
• 3+ years of experience in workforce management or scheduling in a call center.
  
• The Forecaster is responsible for predicting call volumes and workload across multiple channels (voice, chat, email) to ensure optimal staffing and service levels. This role involves analyzing historical data, identifying trends, and creating accurate short-term and long-term forecasts to support scheduling and capacity planning.
  
• Strong analytical and problem-solving skills.
  
• Proficiency in MS Excel and workforce management tools (e.g., NICE, Verint, Genesys).
  
• Knowledge of statistical forecasting techniques and models.
  
• Ability to interpret large datasets and present insights clearly.
  
• Excellent communication and collaboration skills.
  
• Detail-oriented with a focus on accuracy and continuous improvement.
  

Certifications (Optional but Beneficial)

• Certified Workforce Planning Professional (CWPP)
  
• Certified Workforce Management Professional (CWMP)
  

Other relevant certifications in workforce management or call center operations