Job details


Costa Rica

State / Region / Province

San Jose

Work Location

San José



Interest Group

IBPO Costa Rica


IBPO Costa Rica

Requisition ID


Job Description

Workforce Management
Process Specialist

Santana, San Jose

In this role, you will be responsible to manage various workforce management systems, such as Verint scheduling software and CMS, provide essential input to Business Analyst so that staffing plans are based on analysis of historical performance and real time data, and monitor adherence real time to ensure performance is within pre-set parameters, works with supervisors to resolve schedule adherence issues, escalating to Operations Managers if necessary.


  • Efficiently manage Pharmacy call volume and labor resources for our inbound, outbound and workflow, while maintaining and exceed goals and expectations

  • Compiles summarize and disseminate various reports including, but not limited to, volume, efficiency, production hours, daily performance summaries, LT/ST forecast bridge analysis, cost per transaction tracking

  • Coordinate with various departments and centers daily on staffing levels and production efficiency maximization issues affecting production

  • Real time monitoring of call center activities (service levels, schedule adherence)

  • Assist in coordinating call center activities with management teams

  • Responsible for engaging and managing change with designated field users as part of the client deployment

  • Develop duty sheets and other daily reporting as required by the business

  • Works with the Analyst, Workforce Management to provide real-time information on call center performance that could affect future staff scheduling

  • Monitors real-time call volumes, average handle times, and adherence to schedules throughout the day against forecast

  • Addresses recurring problems by recommending improved work processes, policies, or procedures

  • Creates, maintains, and distributes current, historical and custom key performance reports on daily, weekly and/or monthly basis to ensure that facility leadership is equipped with the data necessary to make assessments of the staffing, training and call center performance

  • Communicates effectively with individuals/teams in the call center(s) to ensure high quality and timely customer experience

  • Interpret the needs and requirements of leadership and business units and then develop custom reports that meet their specification

  • Gather and analyze data using tools and methodologies to identify trends, process and system improvement opportunities, and develop efficiencies in the contact center to improve service delivery and increase customer satisfaction

  • Work with leadership to develop action plans to improve service delivery based on metrics, data analysis, or customer feedback

  • Assess trends in teams, identifying areas of opportunity with assigned operational departments

  • Participate in strategic and business planning processes as required

  • Under general direction, analyzes call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation

  • Able to understand & analyze short- and long-term staffing plans incorporating multiple work types

  • Developing, monitoring and analyzing call volume projection functions, forecasting call quantity and staffing needs in a timely and accurate manner, while ensuring adherence to departmental policies and procedures

  • Perform basic modifications in the scheduling system of daily and weekly projected trends and volume

  • At least 1 year of previous experience with data analysis

  • While performing the duties of this job, the employee is required to sit, talk, hear, and use hands to touch, handle or feel objects, tools or controls

  • 2+ year Workforce Management (WFM) functions experience preferred

  • Review and administer temporary and mandatory schedule change requests, approving or denying requests based on current and upcoming operations needs

  • Build and operationalize comprehensive and flexible staffing models to drive high utilization and cost-effective scheduling

  • Manage multiple analytics projects and ad-hoc requests with great flexibility

  • Lead demand planning efforts across multiple customer service centers, update models, present key findings, recommend forecast changes, and gain approvals from business owners

  • Present monthly capacity planning inputs and updates to business owners

  • Interpret data, performs trend analysis, identify outliers and make recommendation to team

  • Supports financial business planning process by providing analytical support to ensure data integrity and validation

  • Collect and analyze relevant data to assist in the divestiture and acquisition process

  • Utilize annual and daily Voice of Customer data to provide insight on business process improvement opportunity and make recommendations to leadership

  • Implement cost savings initiatives and continuous improvement projects


  • Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.

  • At least 2-3 years of related experience in the call center, preferably in Workforce Management or in call center management


  • Frequently communicates via phone and email

  • Forecast inbound and outbound call volumes and offline time

  • Compile call volumes, daily activities and trends

  • Conduct post-mortem analysis and extract learnings and operationalize identified opportunities

  • Microsoft Office applications

  • Advance MS Excel

  • Genesys

  • Access and Power Point

  • Calabrio

  • Aspect WFM

  • CMS

Applicants for employment in Costa Rica. must possess work authorization which does not require sponsorship by the employer for a visa.
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.

Note: Applicants for employment in Costa Rica and must possess work authorization which does not require sponsorship by the employer for a visa.

COVID-19 Considerations:

Masks are required to enter the office. Extra screening, sanitation and disinfecting procedures are in place.

Work Remotely:

This role is based out of Santana, San Jose and 100% on site.

About Us

Infosys BPO (, the business process outsourcing subsidiary of Infosys, was set up in April 2002. Infosys BPO focuses on integrated end-to-end outsourcing and delivers transformational benefits to its clients through reduced costs, ongoing productivity improvements, and process reengineering. Infosys BPO operates in India, Poland, the Czech Republic, the Netherlands, Ireland, South Africa, Brazil, Mexico, Costa Rica, the United States, Puerto Rico, China, the Philippines, Singapore, and Australia, and as of December 31, 2014, employs over 50,000 people.

Infosys BPO has been consistently ranked among the leading BPO companies and has received multiple awards and recognitions from key industry bodies and associations. Infosys BPO also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPO strategists.

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