Senior Workforce Optimization Specialist

About the Role

Join a global leader in automotive innovation and take charge of operational excellence. As a Workforce Optimization Specialist, you will play a critical role in driving efficiency and productivity through advanced data analytics and strategic resource management in a dynamic multi-channel environment.

Main Missions

• Develop and maintain sophisticated forecasting models (Volume, AHT, Shrinkage) for multi-channel campaigns.
• Design and automate operational dashboards to monitor key performance indicators such as occupancy, adherence, service levels, and staffing.
• Manage and optimize workforce scheduling and capacity planning using Calabrio.
• Conduct detailed variance analysis to identify operational gaps and implement corrective actions.
• Act as a technical specialist for campaigns, ensuring alignment between capacity and real-time requirements.
• Collaborate closely with Operations, Quality, and Business Intelligence teams to drive data-driven decisions and continuous process improvement.
• Document all optimization processes and workflow enhancements to ensure operational continuity.

Profile Required

• Proven experience in Workforce Management (WFM) or Operational Excellence within a large-scale environment.
• Strong analytical mindset with the ability to translate complex data into actionable insights.
• Expertise in capacity planning and strategic scheduling.
• Ability to work cross-functionally with technical and operational leadership.
• High level of autonomy and proactive problem-solving skills.

Required Skills

• Advanced WFM Forecasting & Capacity Planning
• Data Visualization & Dashboard Automation
• Proficiency in Calabrio or similar WFM software
• Statistical Analysis & Variance Reporting
• Multi-channel Operations Management