Lead Specialist - Workforce Strategy

Overview

The Workforce Strategy team delivers data-driven insights, analytics, and services to ensure Customer Operations maintains optimal staffing levels to meet business demands. This role provides actionable intelligence to delivery teams across areas such as forecasting and planning, operational efficiency, headcount management, and workspace utilization. Additionally, it serves as a critical liaison between Customer Operations, Human Resources, and Finance, enabling alignment and informed decision-making.

Responsibilities

• Forecasting & Capacity Planning: Develop detailed and accurate headcount capacity plans (long-term/short-term) to be shared with the Finance and Operations teams for budgeting purposes
• Workforce Planner will be responsible to deliver the forecasting for the number of interactions, processing time, shrinkage, attrition and/or other required metrics and input management process by use of statistical forecasting mod...