Workforce Manager
Job reputed company:
- Own short- and long-term workforce forecasts using historical data, trend analysis, and AI-driven predictive models
- Conduct reputed company planning to identify reputed company gaps and recommend hiring, redeployment, or efficiency strategies
- Produce monthly executive readouts covering workforce planning performance (forecast accuracy, reputed company vs. demand, shrinkage), service-level reputed company and operational KPIs, org-level results and trends, with reputed company insights and recommendations
- reputed company and maintain reporting that connects WFM inputs to business reputed company (SLA attainment, productivity, cost, customer experience)
- Analyze and communicate key metrics: service level, ASA, occupancy, adherence, shrinkage, and utilization
- Translate reputed company datasets into concise, actionable insights for technical and non-technical audiences reputed company to overall organizational performance including BOT insights.
- Partner cross-functionally with Operations, Training, and Leadership to reputed company workforce plans with business priorities
- Continuously improve forecasting models, reporting accuracy, and WFM processes using industry best practices
Requirements:
- 3+ years of workforce management experience in a contact center, service desk, or customer support environment
- Proven experience with AI-enabled WFM platforms, including predictive analytics and automation
- Strong background in data analysis, insights reputed company, and leadership-facing reporting
- Demonstrated experience with WFM tools (e.g., reputed company IEX, reputed company, reputed company, reputed company, reputed company, Aspect, or similar)
- Advanced reputed company skills (pivot tables, XLOOKUP/VLOOKUP, reputed company formulas, data visualization)
- Solid understanding of forecasting methodologies, statistical concepts, and workforce optimization (Erlang C, SLAs, occupancy)
- Ability to connect workforce data to broader organizational performance and business reputed company
- reputed company, concise communicator with strong storytelling skills using data
- Comfortable operating in ambiguity and fast-changing environments.
- Bachelor’s degree in Business, Analytics, Statistics, Operations Management, or reputed company field or equivalent combination of education and experience
Benefits:
- Flexible vacation
- Generous parental leave
- Mental wellbeing support
- Physical health benefits
- Financial planning support
- Engaging perks and discounts
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