What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

• Lead discovery workshops and current-state assessments with client stakeholders
• Analyze WFM processes, data, and methodologies to identify improvement opportunities
• Design target-state workflows, governance frameworks, and implementation roadmaps
• Partner with Project Leads and Data Analysts to define KPIs, reporting, and deliverables
• Facilitate training and knowledge transfer to support client adoption of new tools
• Provide ongoing advisory support during automation or transformation initiatives
• Ensure WFM outputs align with business KPIs such as SL, AHT, CSAT, and cost-to-serve
• Contribute to process documentation and WFM standardization initiatives

Who are we looking for?

• Bachelor’s degree in Business, Statistics, Industrial Engineering, or related field
• At least 5 years of experience in Workforce Management (WFM) within BPO or contact center operations
• Strong understanding of forecasting, capacity planning, scheduling, and real-time management
• Advanced knowledge of contact center metrics and their impact on business outcomes
• Experience analyzing and redesigning WFM processes and implementing best practices
• Skilled communicator able to facilitate workshops, present insights, and influence stakeholders
• Hands-on experience with WFO tools (IEX, Calabrio, eWFM, or similar)
• Proficiency with reporting and visualization tools (Power BI, Tableau, or similar)
• Collaborative mindset — able to work closely with data teams and client managers
• Exposure to automation, AI, or analytics-driven WFM transformation initiatives
• Excellent documentation, presentation, and problem-solving skills