About The Job:
We are seeking a highly motivated and detail-oriented Workforce Management (WFM) Specialist to join our Call Center team in Belize City. The ideal candidate will be responsible for ensuring optimal staffing levels, scheduling, forecasting, and real-time monitoring to support the operational efficiency and effectiveness of our call center. Fluency in English, advanced proficiency in Google Sheets, strong analytical skills, and statistical knowledge are required skills, with proficiency in Spanish and an engineering background or the equivalent in job experience considered highly desirable.
Key Job Responsibilities:
Develop and maintain accurate forecasting models to predict call volumes, staffing requirements, and resource allocation based on historical data and business trends.
Create and manage efficient schedules for call center agents, ensuring adequate coverage to meet service level targets while optimizing resource utilization.
Monitor real-time adherence to schedules and service level agreements (SLAs), making adjustments as needed to address staffing shortages or surpluses.
Analyze call volume patterns, agent performance metrics, and other key performance indicators (KPIs) to identify opportunities for improvement and efficiency gains.
Collaborate with Call Center Operations, Training, and HR teams to address staffing needs, training requirements, and performance management initiatives.
Generate regular reports and dashboards to communicate performance metrics, trends, and insights to stakeholders at all levels of the organization.
Provide guidance and support to frontline supervisors and agents on workforce management tools, processes, and procedures.
Participate in cross-functional projects and initiatives aimed at enhancing the overall customer experience and operational effectiveness of the call center.
Requirements:
Belize citizenship or valid work authorization in Belize.
Bachelor's degree in Business Administration, Engineering, Statistics, Operations Management, or a related field or the equivalent in job experience.
Proven experience in workforce management, preferably in a call center or customer service environment.
Strong analytical skills with proficiency in Microsoft Excel or similar data analysis tools. Excellent communication skills in English, both written and verbal.
Proficiency in Spanish is highly desirable.
Ability to multitask, prioritize, and adapt to changing priorities in a fast-paced environment.
Detail-oriented with a commitment to accuracy and continuous improvement.
Strong interpersonal skills with the ability to collaborate effectively across teams and departments.
Flexibility to work occasional evenings, weekends, or holidays as needed to support 24/7 call center operations.
Training & Development
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