Job Description

Key Responsibilities

  • 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.

  • Scheduling & Real-Time Governance: Design optimized schedules leveraging WFM platforms (NICE, Verint, Aspect, IEX, Genesys). Lead intraday management, ensuring real-time adherence and proactive SLA recovery.

  • 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 Improvemen...

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