Key Responsibilities:

• Manage scheduling, attendance, and staffing requirements.
• Monitor real-time performance and address staffing gaps.
• Support forecasting, capacity planning, and reporting.
• Analyze workforce metrics and recommend improvements.
• Coach Workforce Analysts and coordinate with Operations teams.

Qualifications:

• Experience in Workforce Management within a BPO/contact center environment.
• Knowledge of forecasting, scheduling, and real-time management.
• Strong analytical, reporting, and leadership skills.