Responsibilities

• Prepare and maintain short- and long-term forecasts using historical data and trends


• Create and manage staff schedules aligned with forecasted demand and business requirements


• Monitor real-time performance and recommend adjustments to staffing or schedules


• Track and analyze key performance metrics such as service level, AHT, shrinkage, and occupancy


• Generate daily, weekly, and monthly WFM reports and insights


• Identify variances between forecasted and actual performance and provide recommendations


• Collaborate with Operations and other stakeholders to align workforce plans with business needs


• Maintain WFM systems and ensure data accuracy


• Support capacity planning and headcount requirement analysis


• Assist in continuous improvement initiatives for workforce processes

Qualifications ...