Sr. Representative, WFM Scheduling

Description

Concentrix Italy is looking for a Senior Representative – WFM Scheduling to join our Customer Service team.
The role is responsible for workforce scheduling and optimizing staffing plans to ensure service levels (SLA) are consistently met while balancing business needs and agent availability.
This position requires strong attention to detail, analytical thinking, and a proactive approach to managing operational changes.

Key Responsibilities:

Create, manage, and optimize schedules based on forecasts and SLA targets
Monitor real-time adherence and propose corrective actions when needed
Work closely with Forecasting and Operations teams to ensure proper staffing coverage
Analyze volume trends, productivity, and staffing data to improve efficiency
Manage shift swaps, absences, and time-off requests ensuring business continuity
Prepare reports and track WFM KPIs
Support continuous improvement initiatives wit...