Lead the Workforce Optimization team, supporting all client interaction mediums (inbound call centre, email, chat) and extending support to other units within the group that use modern workforce management practices.
Build and strengthen workforce planning capabilities, designing staffing frameworks, leveraging AI and modern tools to model workforce needs, and supporting clients as they scale their operations. Report to the Director, CX Operations and Support Practice, working closely with QA, Training, Business Change, Technical Services and Implementations teams.
Leadership & Workforce Operations
Lead, coach and develop a team of Workforce Analysts, Resource Planners, Real‑Time Analysts and BI/MI Specialists, guiding workload management, performance metrics and professional growth.
Foster a culture of accuracy, accountability and continuous improvement across the Workforce Optimization functi...