Key Responsibilities1. Forecasting & Demand PlanningLead volume forecasting for inbound, outbound, back-office, and digital channels (chat/email/social)Incorporate client inputs, seasonality, promotions, and market trends into forecastsOwn forecast accuracy at program and portfolio levelDrive scenario planning for ramp-ups, transitions, and new business2. Capacity Planning & Budget ManagementDevelop FTE plans aligned with contractual SLAs, revenue targets, and productivity goalsManage headcount planning, hiring plans, and training pipelinesEnsure alignment with financial budgets, margin targets, and cost optimization goalsWork closely with Finance on billing, revenue leakage, and utilization3. Scheduling Strategy & OptimizationOversee creation of efficient schedules considering shrinkage, occupancy, and coverage gapsBalance client SLAs vs employee experience (work-life balance, shift preferences)Manage multi-skill and multi-channel scheduling across programsOptimize break/lunch planning and shift rotations4. Real-Time Operations Management (RTA Command Center)Lead intraday performance management across multiple queues/programsDrive real-time decisions on queue rebalancing, overtime, VTO, and cross-skilling utilizationAct as escalation point for service level risks, outages, and volume spikesEnsure adherence to schedule compliance and shrinkage controls5. Client & Stakeholder ManagementAct as the WFM SPOC for clients, participating in governance calls and business reviewsPresent WFM insights, risks, and action plans in Weekly/Monthly Business Reviews (WBR/MBR/QBR)Partner with Operations, Training, Quality, HR, and IT teamsBuild credibility as a trusted advisor on workforce strategy and optimization6. Performance Analytics & ReportingOwn and publish key WFM metrics:Service Level (SL), ASA, Abandon RateForecast Accuracy (MAPE), Schedule AdherenceOccupancy, Shrinkage, UtilizationDrive root cause analysis for misses and continuous improvement7. Team LeadershipLead a team of WFM Managers, Analysts, Schedulers, and RTAsDefine clear KPIs, drive accountability, and improve team productivityEnable career growth through training, mentoring, and succession planningBuild strong bench strength for scaling operations8. Process Excellence & TransformationDrive WFM maturity improvement initiatives (centralization, standardization)Implement automation, AI-driven forecasting tools, and digital WFM solutionsLead transition support for new client migrations and process expansionsEstablish best practices aligned with COPC / Six Sigma / Lean methodologies9. Governance, Compliance & Risk ManagementEnsure compliance with client SLAs, contractual obligations, and internal governance frameworksManage audit readiness and process documentationIdentify risks proactively and implement mitigation strategies
