WFM & RTM Specialist

The Workforce Management & Real-Time Management (WFM/RTM) Specialist is responsible for ensuring the organization is appropriately staffed to meet operational demand, both in the short term and long term. This role combines
**strategic workforce planning**
with
**real-time operational oversight**
, supporting service levels, efficiency, and employee experience.

The WFM/RTM Specialist works closely with Operations and Leadership to forecast demand, build schedules, monitor real-time performance, and make necessary adjustments to ensure consistent coverage and high-quality service delivery. As the organization grows, this role may later evolve into separate WFM and RTM positions.

**Key Responsibilities**

**Workforce Planning (WFM)**

- Forecast staffing needs based on historical data, trends, and business demand
- Develop and maintain schedules that align staffing with expected volume
- Analyze productivity, utilization, and staffing efficiency
- Support hiring and capacity planning decisions with data-driven insights
- Identify risks related to under- or over-staffing and propose solutions

**Real-Time Management (RTM)**

- Monitor daily operations to ensure schedule adherence and coverage
- Make real-time adjustments to staffing based on volume changes, absences, or operational needs
- Communicate intraday changes to teams and leadership
- Track service levels and escalate risks as needed
- Support managers with real-time decision-making during peak or critical periods

**Reporting & Collaboration**

- Produce regular reports on staffing, performance, and trends
- Partner with Operations, HR, and Leadership to align workforce strategy with business goals
- Support continuous improvement initiatives related to scheduling, forecasting, and performance

**Qualifications**

- Experience in Workforce Management, Real-Time Management, Operations, or a similar analytical role
- Strong analytical and problem-solving skills
- Ability to work with data, schedules, and performance metrics
- Strong communication skills and ability to collaborate across teams
- Comfortable working in a fast-paced, operational environment