Senior Workforce Management

Job Description:

Requirements:

• Responsible for forecasting, tracking, real-time management, and capacity planning of assigned operations volume, including headcount requirements, shrinkage, attrition, and handle time analysis.
• Forecasts seating requirements per Operations stream based on current manpower and projected needs, utilizing capacity templates and validating projections against maximum scheduled deployment to ensure seat availability during shifts.

• Coordinates with stakeholders on Workforce findings requiring immediate action, including manpower requirements, trainee start and live dates, system downtimes, and related operational impacts.

• Bachelor's degree in any 4-year course (preferred).

• 3–5 years of end-to-end Workforce Management (WFM) experience.
• Strong working knowledge of all WFM functions, including capacity planning, forecasting, scheduling, and real-time/intraday management.
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