Workforce/Data Management Lead
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Workforce/Data Management Lead is responsible to oversee workforce planning, forecasting, capacity management, reporting, and workforce analytics across multiple vendors. This role will provide strategic insights and ensure workforce decisions are driven by accurate data, operational trends, and business demand.
Key Responsibilities
- Own end-to-end workforce planning, forecasting, and capacity management processes.
- Analyze historical volume trends, demand patterns, seasonality, and operational requirements to ensure staffing plans and schedules are accurate and optimized.
- Develop short-term and long-term workforce forecasts and staffing strategies.
- Monitor workforce performance metrics, identify risks, and recommend solutions to support service delivery goals.
- Lead reporting and analytics initiatives, transforming workforce data into actionable business insights.
- Manage scenario planning for business continuity, transitions, operational growth, and workforce changes.
- Drive workforce governance across multiple vendors and locations.
- Partner with Operations, HR, Finance, IT, and vendor stakeholders to support workforce strategy and performance management.
- Support reporting automation and continuous improvement initiatives.
Qualifications
Education
- Bachelor's degree in Statistics, Mathematics, Industrial Engineering, Economics, Computer Science, Business Analytics, or a related field.
Experience
- Minimum 5 years of experience in Workforce Management, Capacity Planning, Forecasting, Workforce Analytics, or Contact Center Operations.
- At least 3 years of experience in forecasting, capacity planning, scheduling, or real-time workforce management.
- Experience supporting multi-site or multi-vendor operations.
- Strong understanding of workforce planning methodologies and workforce analytics.
Technical Skills
- Strong knowledge of statistical analysis and workforce forecasting principles.
- Experience analyzing historical volumes, staffing requirements, and demand trends.
- Proficiency in workforce management and contact center platforms such as:
- Genesys
- Amazon Connect
- Five9
- NICE, Verint, Aspect, Calabrio, or similar platforms
- Advanced Microsoft Excel and reporting capabilities.
- Experience with SQL, Power BI, or other reporting and analytics tools is an advantage.
- Knowledge of workforce and reporting tools may vary depending on vendor environments and legacy systems.
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