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 Puna remote: Po Burimi: https://al.linkedin.com/jobs/view/wfm-rtm-specialist-at-lango-4360045095

Niveli: senior