Workforce Lead
A Workforce Lead is responsible for overseeing the workforce planning function to ensure optimal staffing levels, efficient scheduling, and accurate forecasting to meet service level agreements (SLAs) and business objectives.
Responsibilities:
* Develop and maintain short-term and long-term forecasts for call volumes, staffing requirements, and workload distribution to drive informed decision-making.
* Lead and develop a team of workforce analysts and schedulers to enhance collaboration and knowledge-sharing across the organization.
* Establish processes and best practices for the workforce planning function to improve efficiency and productivity.
* Collaborate with business stakeholders to incorporate marketing campaigns, product launches, and seasonality into planning models to align with business goals.
* Design and manage agent schedules to ensure adequate coverage across all shifts and channels, optimizing resource allocation and reducing costs.
* Analyse historical data and trends to identify areas for improvement and optimize forecast accuracy.
* Monitor real-time adherence and adjust staffing plans as needed to maintain SLAs, ensuring seamless operations.
* Provide regular reports on forecast accuracy, schedule adherence, occupancy, and other key performance indicators (KPIs) to inform strategic decisions.
Requirements:
* 5+ years of experience in workforce planning within a contact centre environment, with a proven track record of driving results.
* Strong knowledge of WFM tools (e.g., Verint, NICE, Cisco, Calabrio), with expertise in implementing and integrating solutions.
* Proficiency in Excel and data analysis tools, with the ability to extract insights from complex data sets.
* Excellent communication, leadership, and stakeholder management skills, with the ability to build strong relationships with cross-functional teams.
* Experience with multi-site or remote workforce planning, with the ability to adapt to changing environments.