Qliro AB is seeking a Workforce Management & Real-time Specialist who will oversee the end-to-end WFM and RTM functions, supporting the entire Operations function while reporting to the Head of Customer Support. The ideal candidate should be analytical, experienced with WFM systems, and capable of translating data into actionable insights
Job Summary
This role offers the opportunity to own and develop the Workforce Management and Real-Time Management function end-to-end for Customer Support and Operations.
The successful candidate will be responsible for forecasting contacts, creating schedules, and monitoring volumes in real time to ensure SLA delivery.
You will join a supportive and ambitious team at Qliro where insights shape the future of customer experience and WOW is the standard.
Matching Summary
Match Score: 85
Qliro AB is seeking a Workforce Management & Real-time Specialist who will oversee the end-to-end WFM and RTM functions, supporting the entire Operations function while reporting to the Head of Customer Support. The ideal candidate should be analytical, experienced with WFM systems, and capable of translating data into actionable insights.
Skills & Requirements
Must-have
WFM systems experience Nice Verint Genesys
Forecasting and capacity planning skills
Advanced Excel and PowerPoint proficiency
Real-time staffing adjustment expertise
Multi-skill multi-language scheduling
Nice-to-have
Knowledge of Lean Six Sigma COPC
Additional Nordic language capabilities
SQL or Snowflake analytical tools
Strong collaborative team player mindset
Strategic thinking with operational execution
Key Requirements
Experience with WFM systems such as Nice Verint Genesys
Advanced Excel and PowerPoint skills required
Experience with KPIs like SLA service level adherence AHT
Experience with forecasting for multi-skill operations