Role purpose To own forecasting, capacity planning, scheduling and real-time management across all ICCS sites, and to modernise MIS and reporting through automation and AI.
This role is a direct margin lever: shrinkage, occupancy and seat utilisation are where contact centre profitability is won or lost.
Key responsibilities
- Own volume forecasting and capacity planning across all clients and sites.
- Own scheduling, roster optimisation, intraday management and real-time adherence.
- Drive shrinkage, occupancy and utilisation to target; publish variance analysis against plan.
- Own seat utilisation across the delivery footprint and identify consolidation opportunities.
- Rebuild MIS and client reporting on automated dashboards, reducing manual report preparation.
- Deploy AI and automation for reporting, anomaly detection and forecast accuracy improvement.
- Support new client solutioning with staffing models and cost-to-serve assumptions.
- Lead the WFM and MIS team across locations.
Must have
- Has owned forecasting and capacity planning — not MIS reporting alone — in a multi-site BPO.
- Strong command of WFM fundamentals: Erlang-based sizing, shrinkage modelling, occupancy, adherence and intraday management.
- Demonstrable improvement in a stated WFM metric that they personally drove.
- Hands-on with WFM tooling and with BI or dashboarding platforms.
- Solid data analytics capability — able to work with large operational datasets directly.
Preferred
- Experience automating reporting through scripting, low-code platforms or AI tooling.
- Exposure to outcome-based or transaction-priced commercial models and their staffing implication
- Candidates who cannot explain how they arrived at a staffing number.