Position Overview
Key Responsibilities:
Lead workforce management (WFM) functions including forecasting, scheduling, and real-time analysis Develop short- and long-term staffing plans based on historical data, trends, and business requirements Monitor intraday performance and implement real-time adjustments to meet service levels and KPIs Analyze workforce data to identify trends, risks, and opportunities for improvement Collaborate with Operations, HR, and Finance teams on hiring plans, budgeting, and resource allocation Ensure adherence to schedules, attendance policies, and productivity standards Manage WFM tools and systems (e.g., NICE IEX, Verint, Aspect, or similar) Prepare and present reports on staffing performance, forecast accuracy, and operational efficiency Lead, coach, and develop WFM team members (RTA, schedulers, planners) Drive continuous improvement initiatives in workforce processes and t...