Workforce Specialist - Customer Support

e forecasting, scheduling, reporting, and operational insights to ensure service levels are consistently met. In this role, you will leverage Workforce Management (WFM) processes and tools to provide actionable recommendations that enhance productivity, staffing efficiency, and customer experience.

Responsibilities

Workforce Planning & Forecasting

• Develop and maintain the global workforce planning framework with clear ownership and governance across regions and vendors

• Build and refine workload, productivity, and manpower forecasts in collaboration with WFM partners, operations leaders, and cross-functional teams

• Conduct variance analysis by comparing forecast vs. actual performance and provide recommendations for schedule adjustments and process improvements

• Create consistent reporting formats to monitor performance, service levels, and operational trends across AMER, EMEA, and APAC

Real-Time & Operational Management

• Establish real-time management practices to optimize resource allocation and protect service levels across multiple channels (calls, emails, chats) in collaboration with internal customer support teams and Business Process Outsourcing (BPO) partners

• Provide centralized visibility of workforce availability, skillsets, and deployment efficiency across global teams

• Recommend or administer updates related to case routing, priority rules, and skill-based assignments to improve workload distribution

Process Improvement & Governance

• Review, challenge, and enhance global WFM processes, ensuring alignment with best practices and business goals

• Lead standardized processes for Work-from-Home (WFH), Business Continuity, and Disaster Recovery for Customer

• Support the design and execution of emergency management procedures, including decision-making frameworks and operational continuity.

• Collaborate with leadership and BPO partners to drive improvement initiatives and performance alignment

Analysis, Reporting & Stakeholder Support

• Analyze operational data to identify business trends, performance drivers, and improvement opportunities

• Deliver accurate, timely reporting that supports informed decisions across the Customer Support organization

• Facilitate performance reviews, business discussions, and operational deep dives with leadership

• Provide recommendations to optimize workforce utilization and support achievement of service level objectives

Qualifications

• Bachelor's degree in business administration, Project Management, Customer Service, Operations, or related fields

• 5+ years of experience in a call center or customer support environment, with strong exposure to workforce management, business analysis, or operational improvement

• Proven experience implementing WFM practices and workforce development initiatives

• Proficiency with Automatic Call Distribution (ACD) systems and case management platforms

• Strong analytical and numerical skills, with solid understanding of statistical analysis and data interpretation

• Excellent written and verbal communication skills, with the ability to engage stakeholders at all levels

• Advanced skills in MS Office, especially Excel (Pivot Table, VLOOKUP, formulas), and familiarity with visualization tools such as Tableau or Power BI

• Exposure to project management methodologies is preferred

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

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