+ Lead the development of long-term and short-term staffing strategies based on forecasted call volumes, operational trends, and business requirements.

+ Develop accurate forecasts for call volumes, service levels, and operational activities. Ensure the right staffing levels are maintained to meet performance targets across multiple business units.

+ Oversee real-time scheduling and adjustments to ensure service delivery, minimize idle time, and manage volume spikes.

+ Utilize data and insights to adjust resource allocation dynamically.

+ Drive continuous improvement initiatives to optimize workforce performance and service delivery.

+ Proactively identify inefficiencies and implement strategies to reduce costs while improving customer experience.

+ Provide high-level reporting to executive leadership, including revenue attainment, service levels, and other key performance indicators (KPIs).

+ Analyze performance data and p...