• Manage workforce forecasting, scheduling, and staffing requirements based on business needs. • Create and maintain agent schedules and IDPs, making adjustments as required. • Balance staffing requirements with operational efficiency and financial objectives. • Maintain and update employee information within WFM systems such as Verint WFO. • Analyze, scrub, and transform data to create customized workforce reports and insights. • Work closely with internal and external stakeholders and provide backup support to the WFM Manager. • Demonstrate strong Excel, analytical, problem-solving, multitasking, and communication skills, with working knowledge of WFM tools • Support effective workforce planning by aligning staffing levels with anticipated business demand. • Analyze workload trends and prepare accurate forecasts to support short- and long-term resource planning. • Develop and optimize employee schedules to maintain appropriate coverage while improving operational efficiency. • Perform scenario planning and staffing analysis to identify gaps, risks, and potential solutions. • Maintain workforce data and ensure accurate employee information within Verint WFO and other WFM platforms. • Prepare and analyze WFM reports and datasets using Microsoft Excel, highlighting information required for operational decisions. • Partner with Operations and key stakeholders on staffing, scheduling, and workforce requirements, while providing support to the WFM Manager when needed. Graduate or undergrad. Minimun of 2 yrs in WFM