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Position Summary
Metric's Office drives Customer Operations culture of quality, consistency and continuous development resulting in exceptional performance and a first-class customer experience.

Workforce Enablement team sits within Metric's Office. Their role is to provide the data, analytics, and resource management services to ensure Customer Operations’ staffing levels are appropriate to handle the needs of the business.

Reporting to the WFE - Manager, a WFE Specialist will be responsible in providing actionable insights to the business delivery teams including forecasting & planning, productivity, headcount tracking, and seating & space utilization. This role is the key interlock between Customer Operations, Human Resources and Finance.

Responsibilities
- Forecasting & Capacity Planning




- Develop detailed resource models to show headcount utilization and need for major CO delivery team functions
- 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 for the capacity management process by use of standard forecasting tools and analysis.
- Also responsible for the capacity, staffing and resource management of one or more accounts and is providing guidelines and directions towards the WFM Scheduler creation
- Headcount Reporting & Analytics
- Provide recruitment pipeline requirement
- Position & Head Management
- Productivity Tracking
- Provide robust measures of efficiency/productivity for each major business delivery team function
- Scheduling
- Scheduling and shift optimization for Customer Support roles
- Stakeholder Engagement
- Work closely with Customer Operations team, HR and Finance partners to ensure Workforce Planning m

📌 Workforce Enablement Specialist (Bengaluru)
🏢 London Stock Exchange Group
📍 Bengaluru