Sr. Representative, WFM Scheduling - #45245

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 within WFM processes

Requirements:

Minimum 2–3 years of experience in WFM Scheduling, preferably in Customer Service / Contact Center environments
Good knowledge of Contact Center KPIs (SLA, AHT, occupancy, shrinkage)
Experience with WFM tools (e.g., Genesys, NICE, Verint, or similar)
Strong Excel skills (data analysis, formulas)
Analytical mindset and problem-solving skills
Strong organizational and time management skills
Good communication and teamwork abilities
English level B1 (intermediate)

What We Offer:

Contract type: permanent
Hybrid contract time

Range (19.000 - 24.000)
Dynamic and international environment
Growth and development opportunities