Provides enterprise-level leadership in workforce management strategy for the Customer Contact Center (CCC), ensuring optimal staffing, operational efficiency, and service level attainment across all channels.
Accountable for capacity planning, transaction forecasting, workforce scheduling, and real-time performance monitoring, supported by data-driven insights and advanced analytics.
Leads the transformation of workforce management practices through automation, predictive analytics, and digital enablement, while establishing governance across CCC operations.
Drives process improvements, delivers executive-level reporting and actionable insights, and ensures alignment with business objectives, financial targets, and customer experience standards.
QUALIFICATIONS:
Over 10 years of total experience in Workforce Management, including at least 5 years in a leadership role (Team Head/Manager lev...
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