Workforce Management WFM Specialist

The WFM Specialist is strategically responsible for forecasting, planning, and optimizing operational headcount to guarantee Service Level (SL) compliance at the lowest optimal operational cost. This role combines high-level analytical capabilities (mathematical modeling, projections, and database analysis) with the precise execution of time-tracking operational processes (attendance, overtime, payroll inputs, and schedule exceptions).We are seeking a self-driven professional who possesses an advanced command of data manipulation tools and contact center mathematical models from day one, serving as the analytical bridge between Operations, the Data team, and Finance/Payroll.
General Information· Job Title: Workforce Management (WFM) Specialist / Planning & Forecasting Specialist· Department: Data & Analytics / Workforce Management· Reports To: Head of Data & Analytics· Language Requirement: Advanced English (100% Bilingual - Written and Spoken)· Academic Background: University degree is not mandatory; however, verifiable studies or a solid background in Engineering, Mathematics, Statistics, or related fields are required.

ResponsibilitiesDevelop short-, medium-, and long-term forecasts for contact volume, AHT, and staffing using Erlang C and WFM models.Design and manage interval-based staffing and shift schedules, balancing operational needs, contractual requirements, and employee well-being.Manage attendance and payroll support, including hours worked, absenteeism, tardiness, leaves, schedule adherence, overtime, undertime, and missed punches.Consolidate, validate, and report payroll-impacting data within strict payroll deadlines.Automate ETL, reporting, and data processes for WFM and attendance metrics.Monitor and analyze Shrinkage, Occupancy, Utilization, and Schedule Adherence, identifying and mitigating performance deviations.RequirementsAdvanced knowledge and practical application of Erlang C, staffing models, and Workforce Management (WFM).Expert-level Microsoft Excel and Power Query, including large datasets, complex formulas, data cleaning, consolidation, and report automation.Fluent English (C1 or equivalent) for global communication and operational/financial reporting.Practical knowledge of SQL/PostgreSQL, including queries, joins, and transactional data extraction — plus.Proficiency in Looker / Looker Studio, Power BI, or Tableau for automated dashboards — plus.Strong analytical and critical-thinking skills, attention to detail, numerical accuracy, integrity, and complex problem-solving abilities.Excellent communication and diplomacy skills, particularly when coordinating corrections with operational leadership.Ability to work under pressure and meet strict deadlines, especially payroll cut-offs.