Role Purpose To own workforce planning capacity management forecasting scheduling and staffing strategy for the 24x7 sales operation while ensuring the business remains adequately staffed to achieve client commitments
Key Responsibilities
Forecast callchat demand and staffing requirements
Build monthly weekly and daily staffing plans
Create and manage rosters across 24x7 operations
Manage shrinkage planning and staffing optimization
Drive occupancy utilization and staffing efficiency
Partner with Operations Managers and Leadership Teams
Publish workforce reports and business insights
Identify staffing risks and mitigation plans
Preferred Experience
8 years in Workforce Management or Contact Center Operations
Strong experience in forecasting capacity planning and scheduling
Experience supporting 24x7 global operations
Robust stakeholder management and reporting skills
Advanced reporting and workforce planning capabilities