Job Description

• Lead and manage the Workforce Management function, including forecasting, capacity planning, scheduling, real-time management, and reporting.
• Drive workforce optimization strategies to improve productivity, service levels, operational efficiency, and cost management.
• Partner with Operations, HR, Training, and Technology teams to align workforce plans with business objectives and growth requirements.
• Ensure accurate demand forecasting and resource planning using data analytics and workforce management tools.
• Monitor key performance indicators (KPIs), identify trends, and implement corrective actions to achieve service and productivity targets.
• Develop and strengthen WFM processes, governance frameworks, and reporting mechanisms to support a tech-enabled operating model.
• Provide onsite leadership and day-to-day guidance to the WFM team, fostering accountability, collaboration, and high perfo...