Workforce Management Agent

About the role: The WFM Specialist owns forecasting, capacity planning, scheduling, and real-time performance management across the contact center's voice, chat, and email channels. The role ensures the right number of agents with the right skills are available at the right times to meet service-level and cost targets, balancing customer experience against operational efficiency. What you'll do: Forecasting & Capacity Planning - Build short-term and long-term volume forecasts by channel, queue,…