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Workforce Management Specialist

Posted on Oct. 2, 2025

Cork, Ireland
0 - 0 USD (yearly)

Full Time

Workforce Management Specialist job opportunity

Workforce Management Specialist

Abtran has an excellent opportunity for a WFM Specialist to join our team.

The Contact Centre Workforce Management (WFM) Specialist is responsible for optimizing the performance and efficiency of the contact centre through effective forecasting, scheduling, real-time monitoring, and capacity planning. This role plays a key part in ensuring adequate staffing to meet service level agreements (SLAs), improve customer experience, and support operational goals.

Key Responsibilities:
1. Forecasting & Planning

Analyse historical data and trends to forecast contact volumes and workload.
Create short-term and long-term forecasts and capacity planning models for multi-channel support (voice, chat, email, etc.).
Collaborate with internal stakeholders and clients to understand business drivers that may impact forecast accuracy.

2. Scheduling

Develop and maintain agent schedules based on forecasted demand.
Ensure optimal coverage across shifts, holidays, and peak periods.
Monitor adherence to workforce policies, including shifts, breaks, and time-off.

3. Real-Time Management (RTM)

Monitor real-time contact centre performance, including queue volumes and agent adherence.
Identify and respond to deviations from the schedule or performance issues.
Communicate adjustments or escalations to team leads and operations as needed.

4. Reporting & Analytics

Produce and distribute daily, weekly, and monthly reports on key WFM metrics (e.g., service levels, occupancy, shrinkage).
Recommend operational adjustments based on data insights.
Support performance improvement initiatives by providing actionable data.

5. System & Process Optimization

Maintain WFM systems/tools (e.g., Verint, NICE IEX, Aspect, Genesys, etc.).
Identify opportunities for automation and process improvements within WFM operations.
Train staff on WFM tools and best practices as needed

Qualifications:

Education: Bachelor’s degree in business, statistics, or a related field preferred.
Experience: 5-10 years in omnichannel contact centre environment; at least 5 years in a senior workforce management forecasting & capacity planning role preferred.

Skills:

Strong analytical and problem-solving abilities.
Proficiency in WFM tools (e.g., NICE, AWS).
Excellent communication and coordination skills.
Ability to multitask and remain calm under pressure.
Highly proficient in Microsoft Excel and data analysis tools.

Key Competencies:

Solutions Orientated
Financial Awareness
Ability to positively collaborate with and influence senior management and clients
Attention to detail
Flexibility and adaptability
Team collaboration
Decision-making in fast-paced environments

We’ve told you what you will do for us, now let us tell you what we will do for you:

At Abtran once you join us you become part of a team and part of an amazing community. We believe in nurturing and inspiring our people.
We offer training on many different topics in professional development and personal development.
Our Learning Management System has been recognised as the ‘Most Innovative Use of Technology’ in the HR Leadership & Management Awards.
We believe in motivating our people to meet their goals and progress in their careers and are big on internal promotions. There are so many opportunities for progression and have had many success stories this year and in previous years.

Other employee benefits include:

Wellbeing programme focused on our people’s health and wellness
Health Discount Programme
Employee Assistance Programme
Pension Scheme
Employee Discounts
Life Cover
Development Programmes to support your progression
Refer a Friend Scheme
Maternity Pay & Paternity Pay

We are proud of the community we have built; we work together in our day-to-day roles and also through employee initiatives such as our Charity Club, Sports & Social Committee, LGBT Society, and Abtran FC Soccer Team. Employee engagement is big at Abtran with events and activities happening all the time to make work interesting and fun. We believe in a good work-life balance but while you are here, we want to make it as enjoyable as possible.

What you need to do now:
If you are hungry to succeed in a growing organisation, have the desired background we would like to hear from you now.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Abtran is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We are committed to equality of opportunity and operate non-discriminatory practices in relation to access to employment, conditions of employment, access to training and experience, promotion and classification of posts. All employment decisions at Abtran are based on business needs, job requirements and individual qualifications, without regard to gender, civil status, family status, sexual orientation, age, disability, race, religion, and membership of the Traveller community.

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