The Workforce Specialist ensures the Global Customer Support Team operates with optimal resource planning and real-time performance management
Job Summary
The Workforce Specialist ensures the Global Customer Support Team operates with optimal resource planning and real-time performance management.
You will drive forecasting, scheduling, reporting, and operational insights to ensure service levels are consistently met across AMER, EMEA, and APAC regions.
Equinix offers a career where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.
Matching Summary
The Workforce Specialist ensures the Global Customer Support Team operates with optimal resource planning and real-time performance management.
Skills & Requirements
Must-have
5+ years call center experience
Workforce Management (WFM) expertise
ACD systems and case management proficiency
Advanced Excel skills (Pivot Tables, VLOOKUP)
Global workforce planning and forecasting
Nice-to-have
Tableau or Power BI visualization skills
Project management methodology exposure
BPO partner collaboration experience
Strong stakeholder engagement abilities
Statistical analysis and data interpretation
Key Requirements
Bachelor's degree in business administration or related field
5+ years of experience in customer support environment