
Optimizing Workforce Performance
2 days ago
The successful candidate will lead the development and implementation of strategic workforce optimization initiatives, driving business outcomes through data-driven insights and analytical expertise.
Key Responsibilities:
- Develop and maintain comprehensive capacity plans to ensure optimal workforce utilization across multiple lines of business.
- Design and implement efficient scheduling solutions that balance service delivery, employee preferences, and cost.
- Oversee intraday management, real-time monitoring, and SLA adherence to drive corrective actions and maintain service levels.
- Generate and present performance dashboards, staffing reports, and variance analysis to provide actionable insights into workforce trends.
- Lead and mentor a team of WFM analysts and real-time specialists, building capability within the WFM team to handle complex modeling and analytics.
Requirements:
- Strong understanding of workforce management principles and practices, including analytical modeling and data analysis.
- Excellent communication and interpersonal skills, with ability to partner with stakeholders at all levels.
- Proven experience in managing teams and driving business outcomes through effective decision-making and leadership.
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