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. Additionally, it serves as a critical liaison between Customer Operations, Human Resources, and Finance, enabling alignment and informed decision-making.

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
- Workforce Planner will be Responsible to deliver the forecasting for the number of interactions, processing time, shrinkage, attrition and/or other required metrics and input management process by use of statistical forecasting models and analysis.
- Responsible for the capacity and staffing of one or more accounts, providing guidelines and directions for the schedule creation.





Reporting & Analytics
- BI and Data analytics
- Expertise in Power BI tool
- Positive knowledge of database management and data modelling
- 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 opportunities and work with Operations, Reporting and Workflow teams to address the 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 the business needs
- Develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions.
- Develop and produce performance information to advise, engage and influence various levels of operational management based on the Power BI d

📌 Lead Specialist (Bengaluru)
🏢 LSEG
📍 Bengaluru