Responsible for leading workforce planning and management for the contact center, ensuring optimal resource utilization, accurate forecasting, and cost-effective operations while maintaining service quality and supporting strategic objectives.
Job Responsibilities:
Lead workforce demand forecasting and analyze workload fluctuations and call volume projections.
Develop flexible scheduling strategies to ensure 24/7 operational readiness.
Design analytical models to forecast future call volumes and improve resource utilization.
Establish, manage, and review KPIs to ensure required service levels are achieved.
Prepare and approve operational budgets and monitor financial variances to ensure efficiency and effectiveness, including managing temporary staffing shortages or unexpected workload increases.
Lead initiatives to improve operational efficiency and control expenses while maintaining service quality, and recommend cost-optimization measures without compromising quality.
Develop crisis management and business continuity plans to ensure effective operations under different scenarios.
Provide periodic analytical reports to senior management to support strategic decision-making.
Job Qualifications:
Bachelor's degree in a relevant field.
7-10 Years of experience in WFM & Budgeting Customer Care with at least 2 years in management layer.
COPC & 6 Sigma is Plus.
Strong knowledge of budget development, forecasting, and cost control.
