Job Overview
The primary objective of this role is to oversee the workforce planning function, ensuring that staffing levels are optimized, scheduling is efficient, and forecasting is accurate in order to meet service level agreements (SLAs) and business objectives.
Responsibilities:
1. Create short-term and long-term forecasts for call volumes, staffing requirements, and workload distribution.
2. Lead and develop a team of workforce analysts and schedulers, fostering their growth and capabilities.
3. Develop the capabilities of the workforce planning function.
4. Collaborate with stakeholders to incorporate marketing campaigns, product launches, and seasonality into planning models.
5. Manage agent schedules to ensure adequate coverage across all shifts and channels (voice, email, messaging).
6. Analyse historical data and trends to improve forecast accuracy.
7. Monitor real-time adherence and adjust staffing plans as needed to maintain SLAs.
8. Produce regular reports on forecast accuracy, schedule adherence, occupancy, and other key performance indicators (KPIs).
9. Work closely with operations, HR, and training teams to align workforce strategies with business goals.
10. Drive continuous improvement initiatives in workforce management processes and tools.
11. Develop Operational Playbooks.
12. Provide actionable insights and recommendations to improve efficiency and service delivery.