Found Description
Responsibilities
- Own the end-to-end forecasting strategy across all customer contact channels, delivering accurate volume and AHT forecasts that enable proactive workforce decisions, optimize resource utilization, and consistently support service level commitments.
- Drive long- and mid-term capacity planning by translating business growth, operational changes, and workforce trends into actionable headcount strategies that ensure the organization is positioned to meet future demand efficiently and cost-effectively.
- Influence business performance through scenario modeling and workforce analytics, providing data-driven insights and recommendations that mitigate staffing risks, improve productivity, and support informed strategic decision-making.
- Partner cross-functionally with Operations, Finance, Human Resources, Scheduling, and Analytics teams to align workforce strategies with organizational priorities, ensuring recruiting, training, and st...