Responsible for end-to-end Workforce Management (WFM) functions within the THE ICONIC contact center environment. This role oversees forecasting, capacity planning, scheduling, real-time performance monitoring, reporting, and analytics to ensure optimal staffing levels and service delivery.

The role ensures achievement of Service Level Agreements (SLAs), productivity targets, occupancy goals, and cost efficiency while supporting operational strategy and client commitments.

Responsibilities

• Perform contact trend analysis to help management anticipate future impacts to our ability to meet service level goals.
• Develop short and long term forecasts using historical data, trends, seasonality, and business drivers with associated staffing recommendations; perform “what if” scenarios with volume and shrinkage variables. Able to translate forecasts into staffing requirements and hiring plans.
• Monitor forecast accuracy, reconcile actuals...