Workforce Optimization Specialist

Description

We're looking for a sharp, data-driven, and highly motivated Workforce Optimization specialist to join our Customer Experience team at monday.com, working from our HQ in Tel Aviv. In this role, you'll help ensure we’re putting the right people in the right place at the right time, driving productivity, operating efficiently, optimizing schedules, and making sure our customers get the best support, exactly when they need it.

You’ll work closely with our global BPO teams and internal stakeholders to support WFM operations, including forecasting, scheduling, and performance reporting. This is an ideal position for someone with 2-4 years of experience in workforce planning, support operations, or similar analytical roles, who wants to grow into a career in workforce management.

About The Role

• Planning and scheduling based on the forecast of Demand, such as shift planning, adjustments for PTO, training sessions, and unexpected changes.
• Support forecasting and scheduling efforts across our CX org, ensuring alignment with expected volume and staffing targets.
• Assist in maintaining and improving reporting dashboards to track key workforce metrics such as occupancy, productivity, adherence, shrinkage, etc.
• Collaborate with cross-functional teams, including Enablement and BPO Partners, to ensure alignment and coordination.

Forecasting & Capacity Planning

• Analyze historical volume trends and key performance metrics to forecast customer service demand.
• Develop capacity plans that balance service level goals, agent productivity, and labor cost efficiency.
• Build short-term and long-term staffing models based on business growth, seasonality, and strategic goals.

Real-Time & Operational Monitoring

• Track and report on workforce KPIs such as shrinkage, adherence, utilization, occupancy, and service levels.
• Identify operational inefficiencies such as idle time or overstaffing, and work with team leads to address them.

Requirements

• 2-4 years of experience in a workforce, support operations, or scheduling role, preferably in a fast-paced or BPO environment.
• Highly analytical and loves digging into numbers to find patterns, trends, and solutions.
• Organized, proactive, and thrive in dynamic environments with moving targets.
• Collaborative mindset and are not afraid to communicate with stakeholders across different time zones and roles.
• A proven experience in customer service or support organizations in SaaS.
• Proficient in WFM tools such as Verint, NICE IEX, Playvox, or similar platforms.
• Familiarity with key customer support KPIs (CSAT, FRT, AHT, adherence, shrinkage).
• Experience working with spreadsheets, dashboards, or basic reporting tools (Excel, Google Sheets, Tableau/other BI tools).

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Our Team

Why You’ll Love It Here

• You’ll join a mission-driven, collaborative team focused on operational excellence and people-first planning.
• You’ll have the opportunity to work with global stakeholders and contribute directly to the success of our support organization.
• You'll be exposed to advanced WFM strategies and have the chance to grow into a more senior role over time.

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About The Team (Internal)
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Internal requirements
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