Key Responsibilities:

• Oversee daily scheduling, shift adherence, and intraday workforce adjustments to meet business demand.
• Monitor real-time staffing levels, queue performance, and key operational metrics.
• Analyze workforce trends, generate reports, and recommend actionable improvements.
• Coordinate with Operations and WFM teams to address service level risks and gaps.
• Coach, guide, and develop WFM analysts to ensure accurate execution of processes.
• Support forecasting and capacity planning activities as needed.
• Ensure compliance with workforce policies, tools, and reporting standards.

Qualifications:

• Proven experience in Workforce Management in a BPO or contact center environment.
• Strong understanding of forecasting, scheduling, intraday management, and reporting.
• Proficiency in WFM tools and advanced Excel/reporting functions.
• Strong analytical, problem-solving, and decision-making skills.
• Demonstrated leadership and stakeholder management capabilities.