Workforce Management

Outpace Consulting Services is seeking a skilled Workforce Management Lead for a leading ITES company. In this role, you will be responsible for planning, forecasting, scheduling, and managing staffing resources, particularly within contact center environments. Your primary goal will be to balance cost efficiency with service quality by ensuring the right number of people are scheduled at the right times to effectively handle customer demand, preventing both overstaffing and understaffing.

Key Responsibilities:

• Forecasting & Scheduling: Apply your expertise in Forecasting, Scheduling, and Capacity Planning to optimize staffing levels.
• Capacity Management: Execute capacity ramp-up and ramp-down strategies across all Lines of Business (LOBs).
• Productivity & Efficiency: Drive productivity and cost efficiency by systematically challenging operations team...