
Workforce Optimization Manager
21 hours ago
**Job Title:** Workforce Optimization Manager
The role of Workforce Optimization Manager is to partner with business stakeholders, operations, and clients to ensure optimal workforce planning, scheduling, capacity management, and real-time performance monitoring.
- Key Responsibilities:
- Business Partnership: Act as the primary point of contact for business leaders and client stakeholders, providing 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, forecasting call volumes, workloads, FTE requirements, and staffing needs.
- Scheduling & Optimization: Design efficient schedules that balance service delivery, employee preferences, and cost, ensuring optimal utilization of workforce across different lines of business.
- Real-Time Management: Oversee intraday management, real-time monitoring, and SLA adherence, driving corrective actions to maintain service levels.
- Analytics & Reporting: Generate and present performance dashboards, staffing reports, and variance analysis, providing actionable insights into workforce trends, attrition, absenteeism, and utilization.
**Qualifications and Skills:
The ideal candidate will have a strong background in workforce optimization, with excellent analytical and problem-solving skills. They will also have experience in developing and maintaining capacity plans, forecasting call volumes, and designing efficient schedules.
**Benefits:
This role offers a competitive salary, comprehensive benefits package, and opportunities for career growth and professional development.
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