Workforce Optimization Lead

5 days ago


Bengaluru, Karnataka, India HGS Full time

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 Role

The 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.
Requirements
  • 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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