- The role ensures operational requirements are translated into effective staffing plans, recruitment requirements, schedules, and performance dashboards to achieve service level targets, customer satisfaction, and cost efficiency within Contact Center Department.
- Review daily workload and staffing requirements, align team priorities and deliverables and follow up execution of daily WFM activities.
- Oversee staffing plans against forecasted demand.
- Track hiring progress vs approved plan, highlight gaps and delays & coordinate with recruitment and HR teams.
- Lead scheduling and shift optimization.
- Manage real-time performance and intraday actions.
- Prepare executive MIS reports, analyze SLA, AHT, occupancy, shrinkage, and productivity, share insights and action recommendations.
- Support recruitment and onboarding planning.
- Drive shrinkage and attendance governance.
- Coach and develop workforce officers/team leads.
- Deliver strategic insights for leadership decisions.
Minimum 5 years of experience in banking with focus on customer relationship management.
