Sr. Workforce Manager

+ Lead the development of long-term and short-term staffing strategies based on forecasted call volumes, operational trends, and business requirements.



+ Develop accurate forecasts for call volumes, service levels, and operational activities. Ensure the right staffing levels are maintained to meet performance targets across multiple business units.



+ Oversee real-time scheduling and adjustments to ensure service delivery, minimize idle time, and manage volume spikes.



+ Utilize data and insights to adjust resource allocation dynamically.



+ Drive continuous improvement initiatives to optimize workforce performance and service delivery.



+ Proactively identify inefficiencies and implement strategies to reduce costs while improving customer experience.



+ Provide high-level reporting to executive leadership, including revenue attainment, service levels, and ot...