workforce management specialist

CRED is seeking a Workforce Management Specialist to build and govern workforce plans for contact-centre teams. This role involves managing volume forecasts, staffing models, and performance rhythms, as well as running operational governance for partner centres. The specialist will own customer support performance dashboards, automate reporting, and provide data-backed insights to improve service efficiency. Key responsibilities also include managing system access and coordinating with tech and security teams for CS systems and tools.

Must Have

• Build and govern workforce plans for contact-centre teams.
• Run operational governance for partner centres.
• Own and automate CS performance dashboards.
• Streamline data flows and automate CS reports.
• Provide data-backed insights for leadership decisions.
• Manage system access for CRM, telephony, and workflow tools.
• Coordinate with tech and security for CS systems governance.
• Oversee API setups and integrations for CS operations.
• Strong proficiency in SQL, Python, and Tableau.
• 3-6 years experience in customer support/service operations.
• Deep understanding of support workflows.
• Experience with Genesys Cloud and Genesys APIs.
• Knowledge of identity and access management frameworks.
• Ability to collaborate with data, tech, and partner teams.

Good to Have

• Experience with tools like Airflow or Retool.

Perks & Benefits

• Working with the best talent.
• In-house pantry with lunch and dinner provided.
• Paid sick leaves.
• Comprehensive health insurance.
• No fixed work timings.
• No job designations.
• Salaries before joining date.

what will you do:

• build and govern workforce plans by partnering with our contact-centre teams on volume forecasts, staffing models, and performance rhythms
• run operational governance for partner centres — reporting, invoicing inputs, scorecards, and weekly/monthly business reviews
• own dashboards for customer support performance; automate reporting across SLAs, queues, productivity, and ticket trends using SQL, Python, Tableau, and excel
• work with data engineering and process excellence to streamline data flows, improve automation, and ensure accuracy and consistency of all CS reports
• provide fast, data-backed insights to help leadership make decisions and improve service efficiency
• manage system access across CRM, telephony, and workflow tools — onboarding/offboarding, permissions, and compliance
• coordinate with tech and security teams to maintain governance across all CS systems and tools
• oversee API setups, authorizations, and integrations with third-party platforms to keep customer support operations running smoothly

you should apply if you have:

• strong hands-on proficiency in SQL, python, and tableau
• 3–6 years of experience in customer support or service operations, focusing on reporting, analytics, or systems
• deep understanding of support workflows — SLAs, queues, volume trends, productivity, and ticket lifecycles
• experience with Genesys Cloud and Genesys APIs
• knowledge of identity and access management frameworks
• ability to work closely with data, tech, and partner teams
• experience with tools like Airflow or Retool is a plus, not a blocker

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.