Workforce Optimization Lead
5 days ago
We are seeking a highly experienced Workforce Optimization Lead to join our team at HGS.
The ideal candidate will have 8+ years of experience in Workforce Management/Optimization and 5+ years of Supervisory experience with the ability to influence and drive results.
About the RoleThe successful candidate will lead a specialized Workforce Planning team, defining best practices for producing accurate forecasts and schedules that optimize cost effectiveness and operational efficiency while meeting Service Level objectives.
- Develop and implement effective workforce strategies to meet business goals.
- Analyze trends within assigned operations, including contact volumes, contact patterns, staff productivity, and resource allocation.
- Manage large amounts of data to identify workforce shortages and develop strategically impactful solutions.
- Leverage historical data to develop educated assumptions for planned initiatives and future forecast periods.
- Assure accurate monthly/weekly/daily/intraday forecasts and lead Operational meetings with Management.
- Manage configuration and support of ongoing initiatives such as flexible schedules and PTO allowances.
- 10+ years of WFM skills
- 6+ years of core relevance experience
- Ability to prioritize, organize, and summarize data from multiple sources
- Strong analytical, math, reasoning, and investigative skills
- Experience forecasting with WFM applications and working with call routing strategies
Bangalore Salary Range: $120,000 - $170,000 per year
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