The Workforce Planner is responsible for driving operational efficiency through accurate workforce planning, forecasting, and real-time performance management across multiple campaigns.

The role ensures that the right number of agents, with the right skills, are available at the right time to meet client SLAs while optimising cost and productivity.

This position plays a critical role in:

• Translating business demand into data-driven staffing strategies
• Ensuring consistent service delivery and SLA adherence
• Acting as a key link between Operations, Recruitment, and Clients
• Providing insight-led decision-making to improve performance and cost efficiency

The Workforce Manager is both strategic and operational, balancing long-term planning with real-time responsiveness in a high-pressure BPO environment.

RESPONSIBILITIES OF THE ROLE

1. Workforce Planning & Forecasting