Workforce Specialist II – Call Center

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Capgemini

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1967

🏢 Enterprise

🤖 Artificial Intelligence

🔒 Cybersecurity

Enterprise • Artificial Intelligence • Cybersecurity

Capgemini is a global leader in partnering with businesses to transform and manage their operations by harnessing the power of technology. With expertise across a wide array of industries such as aerospace, automotive, banking, and healthcare, Capgemini provides a constantly evolving portfolio of services to meet the ever-changing needs of their clients. Their offerings include cloud, cybersecurity, data and artificial intelligence, and enterprise management, among others. Capgemini also emphasizes innovation and sustainability, helping companies achieve digital transformation while promoting environmental and social responsibility. Additionally, Capgemini provides career opportunities across various levels and professions, encouraging innovation and diversity in its workforce.

📋 Description

• Develop and maintain long-term workforce forecasts based on business demand, seasonal trends, staffing levels, and operational goals • Execute forecasting and scheduling processes to ensure optimal staffing and service level performance across multiple business units • Conduct workforce analysis to evaluate the impact of operational changes, new initiatives, tools, or process updates on staffing requirements • Provide recommendations and insights to business leaders regarding workforce planning, staffing strategies, and schedule optimization • Partner with Finance to support budgeting, financial forecasting, capital planning, and business case development • Build and maintain strong relationships with operational leaders, vendor teams, Strategic Execution, Finance, Compliance, and other key stakeholders • Analyze call volume trends, workload drivers, shrinkage factors, and workforce performance metrics to support decision-making • Support complex scheduling activities, including shift bids, PTO planning, and capacity management initiatives • Participate in monthly and quarterly business reviews to assess forecast accuracy and workforce performance • Communicate workforce insights, risks, and recommendations to senior leadership and business partners • Utilize statistical forecasting methods and workforce management tools to improve planning accuracy • Identify opportunities for process improvements, automation, and operational efficiencies within workforce management practices • Serve as a subject matter expert on workforce planning and forecasting initiatives within project teams and working groups

🎯 Requirements

• Experience in Workforce Management (WFM) required • Contact center experience preferred • Workforce forecasting and capacity planning experience preferred • Strong experience with workforce forecasting, scheduling, capacity planning, and service level management • Proficiency with NICE Workforce Management (WFM) systems • Experience working with Cisco Telephony platforms • Strong analytical and problem-solving skills with the ability to interpret large volumes of operational data • Intermediate SQL skills and experience extracting and analyzing workforce data • Advanced Microsoft Office skills, particularly Excel for reporting and workforce analysis

🏖️ Benefits

• Competitive salary and performance-based bonuses • Comprehensive benefits package • Career development and training opportunities • Flexible work arrangements • Dynamic and inclusive work culture within a globally renowned group • Private Health and Dental Insurance • Pension Plan • Meals tickets • Life Insurance