Workforce Management, Specialist

The WFM Forecaster/Scheduler is responsible for developing accurate forecasts and efficient schedules to optimize staffing levels in a pharmaceutical call center. This role involves analyzing historical trends, call volume patterns, and business needs to create workforce plans that ensure service levels, productivity, and cost efficiency. The Forecaster/Scheduler collaborates with Operations, HR, and leadership to balance workload demand with agent availability while maintaining high-quality customer service.

Forecasting & Capacity Planning

• Develop short-term, mid-term, and long-term call volume and workload forecasts based on historical data, business trends, and seasonal fluctuations.
• Utilize WFM tools (e.g., NICE, Verint, Aspect, Genesys) and statistical models to predict staffing needs.
• Adjust forecasts based on real-time data, external factors, and unexpected volume changes.
• Provide scenario analysis to support business decisions regarding staffing levels and operational adjustments.

Scheduling & Optimization

• Create and maintain agent schedules that align with business needs while ensuring optimal coverage.
• Assign shifts, breaks, and off-times while balancing efficiency and employee preferences.
• Monitor schedule adherence and recommend adjustments to improve performance.
• Collaborate with HR and Operations to manage PTO requests, overtime, and shift bids.

Performance & Data Analysis

• Track service levels, occupancy, adherence, shrinkage, and other key WFM metrics.
• Generate reports and insights to support decision-making and continuous improvement.
• Analyze forecast accuracy and refine models based on real-time and historical data.

Collaboration & Communication

• Work closely with Operations, Real-Time Analysts, and leadership to align staffing plans with service level goals.
• Communicate changes in forecasts and schedules to stakeholders.
• Support workforce planning initiatives, including hiring plans and capacity expansion.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• Bachelor’s degree or equivalent combination of education and experience in Workforce Management, or a related field.
• Minimum 3 years of experience in contact center forecasting and scheduling, preferably in the pharmaceutical or healthcare industry.

PREFERRED EDUCATION AND EXPERIENCE:

• Experience in pharmaceutical or healthcare-related contact center operations.
• Familiarity with regulatory compliance in healthcare customer service (HIPAA, FDA guidelines).
• Experience with AI-driven WFM tools or automation in workforce planning.

KNOWLEDGE, SKILLS & ABILITIES:

• Proficiency in WFM software (e.g., NICE, Verint, Aspect, Genesys, or equivalent).
• Strong understanding of forecasting models, workforce planning, and scheduling methodologies.
• Advanced skills in Excel, Google Sheets, and data visualization tools.
• Strong analytical and problem-solving abilities.
• Excellent organizational skills with attention to detail.
• Ability to collaborate with cross-functional teams and adapt to business needs.
• Strong communication skills for presenting data-driven recommendations.

PHYSICAL DEMANDS:

• Location of job activities 100% inside
• Ability to travel at least 25%
• Extensive manual dexterity (keyboarding, mouse, phone)
• Use of phone for communication
• Noise and/or vibrations exposure
• Frequently reach (overhead), handle, and feel with hands and arms
• Sit for prolonged periods of time
• Occasionally stoop, kneel, and crouch
• Occasionally lift, carry, and move up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.