Sr. Workforce Manager

Responsibilities

• Lead the development of long-term and short-term staffing strategies based on forecasted call volumes, operational trends, and business requirements.
• Develop accurate forecasts for call volumes, service levels, and operational activities. Ensure the right staffing levels are maintained to meet performance targets across multiple business units.
• Oversee real-time scheduling and adjustments to ensure service delivery, minimize idle time, and manage volume spikes.
• Utilize data and insights to adjust resource allocation dynamically.
• Drive continuous improvement initiatives to optimize workforce performance and service delivery.
• Proactively identify inefficiencies and implement strategies to reduce costs while improving customer experience.
• Provide high-level reporting to executive leadership, including revenue attainment, service levels, and other key performance indicators (KPIs).
• Analyze p...