WFM Strategist

We are seeking a Workforce Manager to partner with our business stakeholders, operations, and clients to ensure optimal workforce planning, scheduling, capacity management, and real-time performance monitoring.

• Business Partnership: Act as the primary WFM point of contact for business leaders and client stakeholders. Provide workforce insights, analysis, and recommendations to support strategic decision-making.
• 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.
• 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.