
Strategic Workforce Manager
5 days ago
The ideal candidate will bring expertise in workforce planning, capacity management, forecasting, and scheduling to deliver exceptional business results.
Key Responsibilities:
- Manage workforce planning, forecasting, and scheduling to ensure optimal staffing levels and high-quality services.
- Monitor real-time adherence, shrinkage, and service levels across the organization.
- Collaborate with operations and leadership teams to provide actionable insights on performance and resource utilization.
- Analyze trends, create reports, and recommend strategies for improving productivity and efficiency.
- Ensure compliance with workforce management processes and best practices.
- Drive automation and process improvements in WFM systems and reporting.
Requirements:
- 5+ years of experience in Workforce Management within a BPO / shared services environment.
- Strong expertise in forecasting, capacity planning, scheduling, and real-time monitoring.
- Proficiency in WFM tools and MS Excel (advanced level preferred).
- Excellent analytical, problem-solving, and communication skills.
- Ability to collaborate effectively with stakeholders and lead process improvements.
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