Strategic Forecasting & Capacity Planning: Own long-term and short-term forecasting models using advanced analytics and predictive tools. Align headcount plans with client SLAs, contractual KPIs, and financial objectives.
Performance Analytics & Business Insights: Deliver executive-level dashboards on forecast accuracy, utilization, shrinkage, and cost per FTE. Provide actionable insights to Operations, Finance, and Client Services for strategic decisions.
Vendor & Multi-Site Leadership: Govern WFM processes across multiple geographies and vendor ecosystems. Conduct capacity reviews, governance calls, and performance calibrations with partners.
Continuous Improvement & Automation: Drive process automation initiatives to reduce manual interventions and improve forecast reliability. Champion best-in-class WFM practices for scalability and efficiency.
Team Development: Mentor WFM analysts and schedulers; build a high-performing workforce planning team. Foster a culture of data-driven decision-making and operational excellence.
Qualifications
7+ years Workforce Management experience in BPO or global contact center environments.
Proven expertise in forecasting, scheduling, intraday management, and SLA governance.
Advanced proficiency in WFM tools (NICE, Verint, Aspect, IEX) and data analytics (Excel, SQL, VBA; BI tools preferred).
