What are the responsibilities and job description for the Workforce Management Associate position at eClerx?
Job Description
Workforce Management Associate
Location: Fayetteville , NC
Type: Full Time
Summary
The Workforce Management (WFM) Associate is responsible for supporting workforce planning, scheduling, forecasting, and real-time operations to ensure optimal staffing levels and service performance. This role analyzes workforce data, monitors operational trends, and collaborates with business leaders to improve productivity, employee utilization, and customer experience. The Workforce Management Associate helps ensure staffing resources are aligned with business demand while maintaining service level objectives and operational efficiency.
Responsibilities
Required Qualifications
eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.
The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.
For more information, visit www.eclerx.com
You can also find us on:
https://www.linkedin.com/company/eclerx/
https://www.indeed.com/cmp/Eclerx/about
https://www.glassdoor.com/eClerx
eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here
Workforce Management Associate
Location: Fayetteville , NC
Type: Full Time
Summary
The Workforce Management (WFM) Associate is responsible for supporting workforce planning, scheduling, forecasting, and real-time operations to ensure optimal staffing levels and service performance. This role analyzes workforce data, monitors operational trends, and collaborates with business leaders to improve productivity, employee utilization, and customer experience. The Workforce Management Associate helps ensure staffing resources are aligned with business demand while maintaining service level objectives and operational efficiency.
Responsibilities
- Develop and maintain employee schedules based on forecasted workload and business requirements.
- Monitor real-time staffing levels and operational performance, making adjustments as needed to meet service targets.
- Analyze historical data and operational trends to support forecasting and capacity planning activities.
- Track key workforce management metrics, including service levels, occupancy, adherence, productivity, and staffing utilization.
- Generate and distribute workforce management reports and performance dashboards.
- Partner with operations leaders to identify staffing gaps, scheduling challenges, and process improvement opportunities.
- Manage schedule changes, time-off requests, shift swaps, and workforce exceptions in accordance with company policies.
- Ensure employee schedule adherence and communicate performance trends to management teams.
- Support workforce planning initiatives for seasonal demand, business growth, and special projects.
- Maintain accurate workforce management data within scheduling and workforce management systems.
- Assist with workforce-related audits, compliance requirements, and reporting activities.
Required Qualifications
- Bachelor's degree in Business Administration, Operations Management, Human Resources, Mathematics, Statistics, or a related field, or equivalent work experience.
- 1-3 years of experience in workforce management, scheduling, operations support, contact center operations, or business analysis.
- Experience in contact center, customer service, operations, or shared services environments.
- Knowledge of forecasting methodologies and capacity planning principles.
- Understanding of workforce management best practices and key performance indicators.
- Experience supporting large, distributed, or remote workforces.
eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.
The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India. The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt. India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.
For more information, visit www.eclerx.com
You can also find us on:
https://www.linkedin.com/company/eclerx/
https://www.indeed.com/cmp/Eclerx/about
https://www.glassdoor.com/eClerx
eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. We are also committed to protecting and safeguarding your personal data. Please find our policy here