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Workforce Optimization Specialist
3 weeks ago
Description: As a seasoned Assistant Manager, you will play a pivotal role in driving efficiency and productivity within the organization. With expertise in workforce planning, capacity management, forecasting, and scheduling, you will be responsible for managing workforce planning, forecasting, and scheduling to ensure optimal staffing levels.
You will monitor real-time adherence, shrinkage, and service levels across business units, partnering with operations and leadership teams to provide actionable insights on performance and resource utilization. Your analytical skills will enable you to analyze trends, create reports, and recommend strategies for improving productivity and efficiency.
In this role, you will also drive automation and process improvements in WFM systems and reporting, ensuring compliance with workforce management processes and best practices.
Key Responsibilities- Manage workforce planning, forecasting, and scheduling to optimize staffing levels
- Monitor real-time adherence, shrinkage, and service levels across business units
- Partner 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
- Drive automation and process improvements in WFM systems and reporting
To succeed in this role, you should possess strong expertise in forecasting, capacity planning, scheduling, and real-time monitoring. Proficiency in WFM tools and MS Excel (advanced level preferred) is also essential. Additionally, you should have excellent analytical, problem-solving, and communication skills, as well as the ability to collaborate effectively with stakeholders and lead process improvements.
Desirable Skills and Qualifications- 5+ years of experience in Workforce Management within a BPO / shared services / large-scale operations environment
- Strong analytical, problem-solving, and communication skills
- Ability to collaborate effectively with stakeholders and lead process improvements
