Own long-term and short-term forecasting models using advanced analytics and predictive tools, aligning headcount plans with client SLAs, contractual KPIs, and financial objectives
Job Summary
Own long-term and short-term forecasting models using advanced analytics and predictive tools, aligning headcount plans with client SLAs, contractual KPIs, and financial objectives.
Deliver executive-level dashboards on forecast accuracy, utilization, shrinkage, and cost per FTE, providing actionable insights to Operations, Finance, and Client Services for strategic decisions.
Mentor WFM analysts and schedulers, building a high-performing workforce planning team and fostering a culture of data-driven decision-making and operational excellence.
Matching Summary
Own long-term and short-term forecasting models using advanced analytics and predictive tools, aligning headcount plans with client SLAs, contractual KPIs, and financial objectives.
Skills & Requirements
Must-have
Strategic Forecasting & Capacity Planning
Scheduling & Real-Time Governance
Performance Analytics & Business Insights
Vendor & Multi-Site Leadership
Continuous Improvement & Automation
WFM tools (NICE, Verint, Aspect, IEX)
Nice-to-have
Fintech or financial services outsourcing
Omnichannel environments
Global delivery models
Data-driven decision making
Talent development
Key Requirements
7+ years Workforce Management experience
BPO or global contact center environments
Advanced proficiency in WFM tools
Data analytics (Excel, SQL, VBA; BI tools preferred)