Description
The Workforce Strategy team delivers data-driven insights, analytics, and services to ensure Customer Operations maintains optimal staffing levels to meet business demands.
This role provides actionable intelligence to delivery teams across areas such as forecasting and planning, operational efficiency, headcount management, and workspace utilization.
Responsibilities:
Forecasting & Capacity Planning
- Develop detailed and accurate headcount capacity plans (long-term/short-term) to be shared with the Finance and Operations teams for budgeting purposes
- Deliver forecasting for the number of interactions, processing time, shrinkage, attrition, and other required metrics using statistical forecasting models and analysis
- Provide guidelines and directions for schedule creation for one or more accounts
Reporting & Analytics
- Expertise in Power BI tool
- Good knowledge of database management and data modeling
- Expertise in DAX, SQL, and other analytical tools
Efficiency Tracking
- Provide robust measures of efficiency/productivity for each major business delivery team function
- Identify areas of opportunity and work with Operations, Reporting, and Workflow teams to address inefficiencies
Scheduling
- Scheduling and shift optimization for Customer Support roles
Partner Engagement
- Work closely with Operations team, HR, and Finance partners to ensure Workforce Planning meets business needs
- Develop and maintain internal control, setting benchmarks, and giving feedback on data performance and recommended actions
Qualifications:
- Minimum of 8 years of experience in Workforce Management, including prior expertise in capacity planning
- Proven experience in running a workforce management program, delivering resourcing plans for a variety of support and back-office processing functions
- Deep understanding of Capacity plan build, scheduling, workforce planning, tools, and methodology
- Ability to create executive summaries that deliver a clear, compelling narrative of actionable insights and performance outcomes
- Must have Power BI expertise
- Excellent database leadership skills
- Good analytical, interpersonal, and problem-solving skills
- Understanding of business processes improvement and methods of working
- Exceptional communication, customer management skills, and experience partnering with senior business leaders
- Experience working in a highly sophisticated global matrix environment
- Excellent planning, administration, and organization skills
- Proven ability to perform effectively under high-pressure situations and meet tight deadlines
- Capable of independently managing tasks with minimal oversight; a proactive self-starter who quickly adapts to evolving requirements