Contact Center – Workforce Management (WFM)

Job Title: Contact Center Workforce Management (WFM) Specialist

Client: Citizens
Location: Nearest Infosys hub USA Anywhere
Preferred Time Zone: Eastern Time Zone

Job Summary

We are seeking an experienced Contact Center Workforce Management (WFM) Specialist with strong hands-on experience in IVR/WFM systems and Verint. The ideal candidate will have experience supporting workforce management operations, forecasting, scheduling, reporting, and optimizing contact center performance.

Key Responsibilities

• Manage and support Workforce Management (WFM) processes for contact center operations.
• Provide hands-on support for Verint WFM solutions.
• Configure and maintain WFM systems based on business and operational requirements.
• Develop and maintain workforce forecasts, staffing plans, and agent schedules.
• Monitor contact center volumes, staffing levels, service levels, and other key performance metrics.
• Analyze historical and real-time data to identify staffing gaps and operational trends.
• Support IVR and contact center systems and their integration with WFM platforms.
• Work with business, operations, technology, and contact center teams to gather requirements and implement solutions.
• Troubleshoot WFM/IVR issues and coordinate with technical teams when required.
• Create and maintain WFM reports, dashboards, and performance metrics.
• Support schedule optimization, intraday management, and capacity planning.
• Participate in testing, implementation, and enhancement of WFM solutions.
• Document configurations, processes, and technical requirements.

Required Skills

• Strong hands-on experience with Verint Workforce Management (WFM).
• Experience working with IVR and Contact Center systems.
• Strong understanding of Workforce Management concepts and processes.
• Experience with forecasting, scheduling, capacity planning, and intraday management.
• Experience analyzing contact center data and performance metrics.
• Strong troubleshooting and problem-solving skills.
• Good communication and stakeholder management skills.
• Ability to work independently and collaborate with distributed teams.