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 prospects.
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 recent 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.