Senior Workforce Strategist

mercury.design

Remote
Us employees: $200,700-$250,900; canadian employee...
Remote
Workforce management (wfm) ownership
Forecasting and capacity planning
Routing and queue configuration
Mercury.design is seeking a Senior Workforce Strategist to manage workforce management across its Banking Operations function, which includes overseeing a large number of BPO FTEs and internal staff. The role demands strong analytical skills and a robust background in workforce management, especially in multi-site and multi-vendor environments

Job Summary

  • Serve as the single accountable WFM owner across BPO partners and Banking Operations' internal headcount, running forecasting, scheduling, intraday, and cross-site/cross-vendor balancing to hit utilization and SLA targets.
  • Build and maintain volume forecasts, headcount plans, and scenario models across channels, owning shrinkage, occupancy, staffing windows, and long-range capacity scenarios.
  • Partner directly with Strategic Finance so modeled capacity ties cleanly to the P&L, closing the gap between planned and realized cost avoidance, and own the reconciliation.

Matching Summary

Match Score: 85

Mercury.design is seeking a Senior Workforce Strategist to manage workforce management across its Banking Operations function, which includes overseeing a large number of BPO FTEs and internal staff. The role demands strong analytical skills and a robust background in workforce management, especially in multi-site and multi-vendor environments.

Salary

US employees: $200,700-$250,900; Canadian employees (any location): CAD $189,700- $237,100

Skills & Requirements

Must-have

  • Workforce Management (WFM) ownership
  • Forecasting and capacity planning
  • Routing and queue configuration
  • Cross-site and cross-vendor balancing
  • Performance infrastructure building

Nice-to-have

  • Fintech or regulated operations experience
  • Startup or high-growth environment
  • Program management experience

Key Requirements

  • 8+ years of workforce management experience
  • Experience running WFM across multiple sites and vendors
  • Proficient in SQL
  • Experience working across lines of business

Work Rights

Not specified

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