
Operational Efficiency Manager
2 days ago
Job Title: Operational Efficiency Manager
Job DescriptionWe are seeking an experienced Operational Efficiency Manager to partner with our business stakeholders and clients to optimize workforce planning, scheduling, and capacity management. The successful candidate will be responsible for developing and maintaining long-term, mid-term, and short-term capacity plans, as well as forecasting call volumes, workloads, FTE requirements, and staffing needs.
Key Responsibilities- Workforce Planning & Forecasting
- Develop and maintain long-term, mid-term, and short-term capacity plans.
- Forecast call volumes, workloads, FTE requirements, and staffing needs.
- 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.
- Analytics & Reporting
- Generate and present performance dashboards, staffing reports, and variance analysis.
- Provide actionable insights into workforce trends, attrition, absenteeism, and utilization.
What We Offer
- A competitive salary and benefits package
- Opportunities for career growth and professional development
- A collaborative and dynamic work environment
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