Workforce Management Specialist

What this Job Entails: As a Workforce Management (WFM) Specialist, you will be responsible for end-to-end operational scheduling, forecasting analysis, and queue optimization across global support teams (AMER, APAC, EMEA). Utilizing Verint WFM, you will manage demand data, generate automated multi-tier agent schedules, analyze coverage gaps, and administer user profiles to ensure continuous alignment with Service Level Objectives (SLOs). Scope: Ensure compliance and drive SLOs and KPIs. End-to-end operational scheduling, forecasting analysis, and queue optimization. Manage demand data, generate automated multi-tier agent schedules, analyze coverage gaps, and administer user profiles to ensure continuous alignment with Service Level Objectives (SLOs) Your Roles and Responsibilities: 1. Forecasting & Demand Management Gather and import tactical forecast and requirements data across all operational channels. Set queue priority levels and parameters in Verint to optimize resource distribution. Balance Full-Time Employee Differentials to align scheduled coverage closely with target demand projections. 2. Automated Scheduling & QA Optimization Build, generate, and publish scheduling periods across multi-tier support staff (Level 2, Level 3, and Level 4) and regions. Conduct Quality Assurance (QA) using Queue Analytics and Full-Time Employee Differential views to identify hourly staffing gaps and rebalance schedules prior to publication. Optimize shift distributions for specialized shifts. 3. User & Exception Administration Manage employee life-cycle settings in Verint, including skills assignment, organization placement, work rules, and work pattern updates. Process employee movement workflows. Audit user profile integrity, employee groups, and exception lists. 4. Real-time Adjustments & Schedule Maintenance Process leave and Out of Office requests, shift swaps, and one-way swap tickets in accordance with operational policies. Perform historical corrections within standard compliance windows to ensure reporting and metrics accuracy. Coordinate holiday and weekend scheduling coverage to ensure service continuity. Required Qualifications/Skills: Analytics & Data Handling: Proficient in extracting, analyzing, and uploading CSV forecast datasets, interpreting queue analytics, and monitoring full-time employee differential metrics. Knowledge of Google Workspace tools, specifically Sheets, is required. Operational Knowledge: Solid understanding of multi-channel contact center dynamics (Chats, Calls, Ticketing queues) and tiered support environments. Follows standard practice and procedures when analyzing situations or data. Ability to work in a team environment. Attention to Detail: Excellent organizational skills with proven ability to maintain data integrity across user profiles, work rules, and shift assignments. Ability to solve problems, manage time and multiple projects effectively. Ability to embrace a dynamic workflow. Communication: Strong cross-functional communication skills for collaborating with Operations Managers (OMs) and regional leads. Builds stable working relationships internally. Outstanding verbal and written communication skills required Preferred Qualifications/Skills: WFM Tools: Hands-on experience with Worforce Management tool (Forecasting & Scheduling, Campaigns, Queue Analytics, Work Rules, User Management). Physical Demand & Work Environment: Must have the ability to perform office-related tasks which may include prolonged sitting or standing Must be able to use a computer Must have the ability to communicate effectively Must have strong and stable internet connections Must have an appropriate and quiet work environment Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers Must have the ability to communicate effectively Must have strong and stable internet connections Must have an appropriate and quiet work environment Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers We’re so glad you’re here. Use this space to explore career opportunities, track your application, and take next steps with a global team that values people and progress. Astreya is a global IT managed services provider dedicated to creating technology solutions that are reliable and human-centered. We partner with the world’s most innovative organizations to optimize modern IT environments across the digital workplace, cloud, data, AI, and enterprise platforms. Our people are our strength. Across regions and roles, Astreyans bring deep expertise, curiosity, and a commitment to excellence. We believe great technology starts with great humans, which is why we invest in learning, collaboration, and career growth. At Astreya, transparency, accountability, and trust guide how we work with each other and our customers. We foster an inclusive culture where diverse perspectives are valued and everyone has the opportunity to make an impact. Join us to build solutions that matter and shape the future of IT together. Onwards and upwards!