
The Ultimate Workforce Strategist
2 weeks ago
The Workforce Manager/Strategic Advisor will be responsible for partnering with business stakeholders, operations, and clients to ensure optimal workforce planning, scheduling, capacity management, and real-time performance monitoring.
As a key member of the organization, you will act as a strategic advisor to business leaders on staffing, productivity, and cost optimization while ensuring service level agreements (SLAs) and business objectives are consistently met.
Key Responsibilities:- Business Partnership
- Act as the primary Workforce point of contact for business leaders and client stakeholders.
- Provide workforce insights, analysis, and recommendations to support strategic decision-making.
- Translate business forecasts and plans into Workforce strategies (staffing models, shrinkage planning, hiring recommendations).
- Workforce Planning & Forecasting
- Develop and maintain long-term, mid-term, and short-term capacity plans.
- Forecast call volumes, workloads, FTE requirements, and staffing needs.
- Work with Talent Acquisition and Training teams to align hiring and onboarding plans with forecast demand.
- Scheduling & Optimization
- Design efficient schedules that balance service delivery, employee preferences, and cost.
- Ensure optimal utilization of workforce across different lines of business.
- Implement scheduling best practices to manage shrinkage, adherence, and occupancy.
- Real-Time Management
- Oversee intraday management, real-time monitoring, and SLA adherence.
- Drive corrective actions to maintain service levels, including overtime, cross-skilling, and load balancing.
- Ensure smooth coordination with Operations during spikes and downtime.
- Analytics & Reporting
- Generate and present performance dashboards, staffing reports, and variance analysis.
- Provide actionable insights into workforce trends, attrition, absenteeism, and utilization.
- Identify opportunities to enhance efficiency and reduce costs.
- Team Management
- Lead and mentor a team of Workforce analysts and real-time specialists.
- Build capability within the Workforce team to handle complex modeling and analytics.
- Drive a culture of accuracy, timeliness, and business impact.
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