workforce management specialist

what will you do :

• build and govern workforce plans by partnering with our contact-centre teams on volume forecasts, staffing models, and performance rhythms
• run operational governance for partner centres - reporting, invoicing inputs, scorecards, and weekly / monthly business reviews
• own dashboards for customer support performance automate reporting across SLAs, queues, productivity, and ticket trends using SQL, Python, Tableau, and excel
• work with data engineering and process excellence to streamline data flows, improve automation, and ensure accuracy and consistency of all CS reports
• provide fast, data-backed insights to help leadership make decisions and improve service efficiency
• manage system access across CRM, telephony, and workflow tools - onboarding / offboarding, permissions, and compliance
• coordinate with tech and security teams to maintain governance across all CS systems and tools
• oversee API setups, authorizations, and integrations with third-party platforms to keep customer support operations running smoothly

you should apply if you have :

Skills Required

Tableau, Sql, Airflow, Python