Workforce Management Senior Specialist

The WFM Senior Specialist plays a critical role in ensuring operational stability and service level compliance by driving accurate forecasting, capacity planning, real‑time performance management, and insightful reporting. This role works closely with Operations, Training, QA, and global clients to deliver data‑driven workforce strategies, proactive service level interventions, and clear performance visibility across programs.

Key Responsibilities

Workforce Management & Forecasting

• Develop, maintain, and continuously improve short‑term, mid‑term, and long‑term forecasts based on historical data, seasonality, promotional events, and client dynamics.
• Perform capacity planning, headcount modeling, and scenario analysis to support new launches, volume fluctuations, and business growth.
• Partner with Operations and Recruitment to align hiring plans with forecasted demand and ramp timelines.
• Actively monitor real‑time and i...