Direct workforce management strategies as a Workforce Management Director in a hybrid role. Leverage analytical expertise to align staffing with business goals and enhance service delivery across channels.
In this critical role, you will lead efforts to optimize staffing models and improve service level agreements through data insights. Your leadership will guide a team dedicated to developing forecasting methodologies while ensuring operational efficiency. Collaborating with leadership teams will be key to achieving service objectives and enhancing employee engagement.
Key Responsibilities:
• Develop and enhance forecasting and capacity-planning models
• Monitor and ensure staffing aligns with service needs
• Analyze data trends to construct actionable staffing plans
• Mentor Workforce Management teams for performance improvement
• Translate operational data into clear strategic recommendations
Requirements:
• 5+ years in Contact Centre management
• Profo...