Workforce Planning & Forecasting:

• Lead the development and implementation of workforce planning strategies
• Create short-term and long-term workforce forecasts based on historical data, seasonal trends, and upcoming business needs
• Monitor workload patterns and ensure the right resources are in place to meet demand
• Collaborate with senior leadership and business units to align WFM strategies with business goals

Scheduling & Resource Allocation:

• Oversee the creation and optimization of employee schedules across multiple teams or departments
• Ensure that the proper number of agents are available to meet service level agreements (SLAs) and handle fluctuating volumes
• Monitor real-time performance metrics and adjust schedules or staffing levels accordingly

Real-Time Management:

• Monitor real-time staffing and queue levels, adjusting schedules and reallocating resources in response to unforeseen demand
• Resolve staffing issues, including absenteeism or unexpected call volumes, to maintain operational efficiency
• Provide direction and support to the team in real-time to ensure the achievement of performance targets

Performance Reporting & Analysis:

• Analyze performance data, including service levels, adherence, occupancy, and shrinkage, to identify trends, gaps, and areas for improvement
• Produce and present detailed WFM reports for senior leadership, offering insights and recommendations for operational improvements
• Utilize forecasting and scheduling tools to generate accurate reports on staffing needs and performance metrics

Team Leadership & Development:

• Lead and mentor a team of WFM professionals, including analysts, schedulers, and planners
• Develop and implement training programs to upskill team members on WFM best practices, tools, and techniques
• Foster a culture of continuous improvement, driving team performance through feedback, coaching, and development opportunities

Collaboration with Other Departments:

• Work closely with other departments such as HR, Operations, and IT to ensure WFM processes are aligned with business needs
• Collaborate with recruitment teams to ensure the timely acquisition of talent to meet staffing requirements
• Engage with operations leadership to align workforce strategies with business goals and customer experience expectations

Cost Management & Efficiency:

• Monitor and manage WFM-related budgets, identifying areas for cost savings while maintaining performance standards
• Continuously evaluate and implement process improvements to drive operational efficiency

Technology & Tools:

• Oversee the use of WFM software and tools to improve scheduling, forecasting, and reporting accuracy
• Stay current on industry trends and technologies to bring innovative WFM solutions to the organization

• Should be a director in his current role for minimum 1 year.
• And 10+ years in a BPO or call center environment.