Found Description
Job 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 forecasting and planning, operational efficiency, headcount management, and workspace utilization, and serves as a liaison between Customer Operations, Human Resources, and Finance.
Responsibilities
- Forecast and capacity planning: develop detailed headcount capacity plans (long‑term and short‑term) for Finance and Operations budgeting.
- Deliver forecasting for interactions, processing time, shrinkage, attrition and other metrics using statistical forecasting models.
- Manage capacity and staffing for one or more accounts, guiding schedule creation.
- Reporting & analytics: create BI dashboards using Power BI, DAX, SQL, and other analytical tools; manage database and data m...