Workforce Management Specialist

Company Overview

Concentrix is a Fortune 500® technology and service company dedicated to helping global brands implement AI effectively and build powerful intelligent business processes. With over two decades of operational experience and proven AI applications, they deliver integrated human-AI solutions and insights from billions of real interactions to solve complex organizational challenges. Concentrix offers a dynamic, international work environment focused on innovation and professional development.

Role Summary

In the Workforce Management role, you will play a key part in optimizing workforce scheduling and management to maintain service levels and productivity. Your daily tasks include analyzing volume forecasts, planning capacity and shifts, monitoring performance metrics, and preparing reports with actionable recommendations. Collaboration with Operations, HR, and team leaders is essential to continuously improve staffing and processes. This is a full-time position based in Pristina, with a hybrid work model that includes a possibility to work partly from home.

Key Responsibilities

• Analyze volume forecasts to predict staffing needs accurately.
• Plan capacity and shifts effectively to meet service objectives.
• Monitor key performance indicators to assess operational efficiency.
• Develop reports and provide recommendations for workforce optimization.
• Partner with cross-functional teams including Operations, HR, and team leaders to enhance workforce management.

Requirements

• Sound understanding of workforce management and planning concepts to manage staffing and service levels professionally.
• Experience in capacity planning with strong analytical skills to interpret data, generate forecasts, and make informed decisions.
• Excellent communication skills to work with diverse stakeholders and clearly present complex analyses.
• Familiarity with workforce management tools is advantageous.
• Educational background in business administration, mathematics, or related technical fields preferred.
• Proficiency in English language.
• Structured, solution-driven, and team-oriented approach while thriving in a fast-paced, multicultural environment.