WFM Specialist

Job Description

As a WFM Specialist – Scheduling & Intraday, you will own the end-to-end scheduling and real-time workforce control function across a 0–30 day horizon. You will ensure that workforce plans are translated into optimised schedules and actively managed in real time to protect service levels, efficiency and operational stability.

You will act as the operational control tower for workforce performance – monitoring live metrics, diagnosing risks and executing data-driven interventions to maintain service and productivity.

This role sits at the centre of the WFM lifecycle, connecting Forecasting, Capacity Planning, Scheduling and Intraday Execution, while driving continuous improvement in workforce efficiency and decision-making.

Job Responsibilities

• Own the end-to-end scheduling and intraday workforce control function across a rolling 0–30 day horizon, ensuring alignment between forecasted demand, capacity plans and oper...