Workforce Management (WFM) Sr. Specialists are accountable for scheduling, real time adherence, forecasting & analysis, reporting, shift bids, and managing agent staffing to client delivered volumes. They are responsible for presenting variety of daily, weekly, and monthly reports, from revenue reports for leadership to internal department reports on scheduling concerns. WFM Sr. Specialists ensure that policies for scheduling are followed. They provide recommendations (based on forecasting and trending analysis), on FTE hiring for various lines of business (LOBs), across sites as well as conduct head count production analysis. WFM Sr. Specialists are responsible for meeting client required service levels while also maintaining appropriate in-chair occupancy (IOCC %) and phone occupancy (POCC %) targets to meet TeleTech financial requirements.
