Description

You will lead workforce management efforts to align staffing levels with operational requirements and business goals.

Responsibilities

• Develop and implement workforce planning strategies to ensure optimal staffing levels.
• Create and maintain employee schedules to manage coverage and minimize staffing imbalances.
• Analyze workforce data and KPIs to provide actionable insights into performance and efficiency.
• Monitor attendance and performance metrics to identify trends impacting productivity.
• Optimize resource allocation for equipment, workspaces, and personnel to reduce downtime.
• Collaborate with HR and operations to identify training gaps and implement development programs.

Required Skills

• 5+ years of experience in workforce management or related roles.
• Proficiency in Workforce Planning.
• Strong Data Analysis skills for interpreting performance metrics.
• Experience in Resource Allocation and optimization.
• Expertise in Performance Monitoring and trend identification.
• Ability to manage call center infrastructure, routing, and staff scaling efforts.
• Experience assessing daily call metrics and team efficiency.

Preferred Skills

• MBA or equivalent post-graduate degree.

Key Skills

Education

Any Graduate