
Operations Strategy Manager
1 day ago
Role Overview:
The Operations Strategy Manager will be responsible for partnering with business stakeholders, operations, and clients to ensure optimal workforce planning, scheduling, capacity management, and real-time performance monitoring. The role will act as a strategic advisor to business leaders on staffing, productivity, and cost optimization while ensuring service level agreements (SLAs) and business objectives are consistently met.
Key Responsibilities:
- 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.
- Translate business forecasts and plans into WFM strategies (staffing models, shrinkage planning, hiring recommendations).
Scheduling & Optimization
The Operations Strategy Manager will design efficient schedules that balance service delivery, employee preferences, and cost. This includes ensuring optimal utilization of workforce across different lines of business and implementing 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. Ensure smooth coordination with Operations during spikes and downtime.
Analytics & Reporting
Generate and present performance dashboards, staffing reports, and variance analysis. Provide actionable insights into workforce trends, attrition, absenteeism, and utilization. Identify opportunities to enhance efficiency and reduce costs.
Team Management
Lead and mentor a team of WFM analysts and real-time specialists. Build capability within the WFM team to handle complex modeling and analytics. Drive a culture of accuracy, timeliness, and business impact.
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