You are an expert in workforce management, bringing a wealth of experience to the table. You leverage historical data, seasonality, and industry trends to provide and clearly communicate actionable insights into improving forecast accuracy and enhancing interval level resource allocation. You are driven by results and bias for action, and you lead a team of WFM analysts to achieve tangible outcomes that bring value to our customers through team work, relationship building, and effective communication with different stakeholders and leaders.
- Own long-, medium-, and short-term planning cycles - from forecasting, capacity planning to intraday management.
- Provide enhancements to the existing locked forecast process. Optimize long-term planning, from workload input, process, and tools.
- Forecast volumes and productivity assumptions across all channels and lines of business using historical data, trends, seasonality, and events. Quickly identify and explain fluctuations in volume, AHT,
and other assumptions to adjust resources accordingly.
- Build forecast models and scenarios to support product initiatives. Provide analysis to assess and mitigate risk associated with every scenario.
- Own the staffing deployment process end-to-end - intake and analysis of staffing requests, tracking recommendations, and governance/escalation of open items - ensuring requests are staffed quickly and appropriately.
- Monitor utilization and yield by cross-verifying staffing allocations against actual utilization and production performance, flagging gaps and informing broader profitability and productivity discussions.
- Distribute daily and interval workload forecast as needed.
- Build weekly performance reports tracking forecast deliverability to interpret and present actual performance through slides and graphs.
Coordinates, completes, and oversees staff-related activities and assignments by developing and maintaining relationsh