Workforce Optimization Lead

The work force manager is responsible for overseeing efficient scheduling and optimization of resources to ensure operational efficiency and meet business needs. He may work as an individual contributor or lead a team of workforce management specialists. The role involves analyzing data trends and identifying opportunities for improvements to enhance productivity and quality. The individual is expected to perform these tasks by using fair judgement in understanding instructions provided by the business lead. The role will have daily deliverables across accurate and effective scheduling and reporting as basic metrics. This role will work with various partners within the organization to enhance the business.

Key Responsibilities

Capacity Planning & Forecasting

• Develop and maintain short-term and long-term capacity plans across multiple programs.
• Analyze historical trends, AHT (Average Handling Time), volume forecasts, and shrinkage to determine staffing needs.
• Create dynamic models to simulate different business scenarios and recommend optimal staffing strategies.

Resource Allocation & Optimization

Real-Time Management & Agility

Stakeholder Collaboration

Performance Analysis & Reporting

Qualifications