Specialist - WFM

Eligibility Criteria:

• Open to all 2S to 4S advocates

• Must be a regular employee with at least 6 months tenure in their current role

• Not enrolled in a Performance Improvement Plan

• At least "Meets Expectations" or have satisfactory rating as per R1's performance rating system

• Must not have active, ongoing, or pending Ethics Point/Data Privacy/Employee Relations cases/disciplinary record/s

• Must not have failed any internal selection process or Apprenticeship Program in the last 6 months

How to Apply:

• Click this job posting (or the hyperlinked requisition number above) to access the Workday link.

• In your Workday registration, ensure to attach your updated CV with contact number.

• Ensure that your line manager is informed prior to submitting your application.

Key Responsibilities:

• Monitor real-time staffing, queue performance, ASA, Abandon Rate, and schedule adherence across multiple lines of business.
• Identify, communicate, and escalate intraday staffing risks, performance trends, and operational impacts to Operations and WFM leadership.
• Execute real-time staffing adjustments to optimize service level attainment and resource utilization.
• Lead or facilitate daily performance and staffing review calls with Operations, providing actionable recommendations and recovery plans to address performance gaps.
• Analyze workforce management and operational performance metrics to support data-driven decision-making.
• Develop and distribute mid-day, end-of-day, and post-mortem performance reports, including root-cause analysis and recommendations for improvement.
• Provide meaningful analysis of SLA, volume, AHT, shrinkage, adherence, and other key contact center performance indicators.
• Partner with Operations leaders to recommend and implement intraday action plans to address volume fluctuations, staffing shortages, or service level risks.
• Apply foundational staffing and workforce management principles, including Erlang-based concepts, to evaluate staffing needs and operational impacts.
• Partner with Dialer Administrators, Schedulers, and Operations leaders to monitor the impact of dialer and SMS outreach activities, balancing campaign completion goals with service level attainment, staffing requirements, and customer experience metrics.
• Generate and distribute performance dashboards, reports, and workforce insights to stakeholders.
• Maintain workforce management systems and support process improvements that enhance efficiency and operational effectiveness.
• Communicate clearly and professionally with stakeholders at all levels regarding staffing conditions, performance drivers, and mitigation strategies.
• Support incident response and escalation processes during system outages, volume surges, or other operational disruptions.

Required Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• For internal applicants: minimum 1 year of Workforce Management experience.
• For external applicants: minimum 2 years of Workforce Management experience.
• Strong Microsoft Excel skills, including data analysis, formulas, pivot tables, reporting, and data validation.
• Strong analytical and problem-solving skills with the ability to interpret data and provide actionable recommendations.
• Ability to host daily performance reviews and staffing calls with Operations leadership, clearly communicating risks, drivers, and mitigation plans.
• Experience creating meaningful performance analysis, root-cause assessments, and post-mortem reports to support operational decision-making.
• Foundational understanding of contact center staffing principles, including Erlang-based staffing concepts, service level management, shrinkage, and capacity calculations.
• Excellent verbal and written communication skills with the ability to present workforce insights to multiple levels of leadership.
• Ability to work effectively in a fast-paced, dynamic environment while managing multiple priorities.
• Strong attention to detail and organizational skills.
• Demonstrated ability to collaborate across multiple teams and influence decisions through data.
• Ability to work independently with minimal supervision while maintaining high levels of accuracy.

Preferred Qualifications

• Experience with workforce management and customer engagement platforms such as Genesys Cloud (PureCloud), NICE inContact, Verint, IEX, or similar technologies.
• Knowledge of contact center metrics including Service Level, ASA, Occupancy, Adherence, Abandon Rate, and Forecast Accuracy.
• Knowledge of dialer operations and SMS outreach campaigns, including their impact on queue performance, staffing requirements, and service levels.
• Experience supporting healthcare, revenue cycle management, patient scheduling, or business process outsourcing (BPO) operations.