Workforce Planning Specialist

3 days ago

Bhavnagar, Gujarat, India beBeeStrategist Full time US$ 10,00,000 - US$ 15,00,000

Job Title:

Workforce Planning Manager

The Workforce Planning Manager will be responsible for developing and implementing workforce planning strategies to ensure optimal staffing levels, productivity, and cost optimization. This role will act as a strategic advisor to business leaders on staffing, productivity, and cost optimization while ensuring service level agreements (SLAs) are consistently met.

Key Responsibilities:

  • Develop and maintain long-term, mid-term, and short-term capacity plans in collaboration with business stakeholders and operations teams.

  • Forecast call volumes, workloads, FTE requirements, and staffing needs using data-driven insights and analytical models.

  • Work with Talent Acquisition and Training teams to align hiring and onboarding plans with forecast demand, ensuring timely talent acquisition and development.

  • Design efficient schedules that balance service delivery, employee preferences, and cost, ensuring optimal utilization of workforce across different lines of business.

  • Implement scheduling best practices to manage shrinkage, adherence, and occupancy, driving business outcomes and improving customer experience.

  • Oversee intraday management, real-time monitoring, and SLA adherence, driving corrective actions to maintain service levels, including overtime, cross-skilling, and load balancing.

  • Ensure smooth coordination with Operations during spikes and downtime, providing strategic support to meet business objectives.

  • Generate and present performance dashboards, staffing reports, and variance analysis to inform strategic decision-making and drive business outcomes.

  • Provide actionable insights into workforce trends, attrition, absenteeism, and utilization, identifying opportunities to enhance efficiency and reduce costs.

  • Lead and mentor a team of WFM analysts and real-time specialists, building capability within the WFM team to handle complex modeling and analytics.

  • Drive a culture of accuracy, timeliness, and business impact, fostering a collaborative environment that promotes knowledge sharing and professional growth.

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