Specialist- Workforce Strategy

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 areas such as forecasting and planning, operational efficiency, headcount management, and workspace utilization. Additionally, it serves as a critical liaison between Customer Operations, Human Resources, and Finance, enabling alignment and informed decision-making. Responsibilities: Forecasting & Capacity Planning Develop detailed and accurate headcount capacity plans (long-term/short-term) to be shared with the Finance and Operations teams for budgeting purposes Workforce Planner will be Responsible to deliver the forecasting for the number of interactions, processing time, shrinkage, attrition and/or other required metrics and input management process by use of statistical forecasting models and analysis. Responsible for the capacity and staffing of one or more accounts, providing guidelines and directions for the schedule creation. Reporting & Analytics BI and Data analytics Expertise in Power BI tool Good knowledge of database management and data modelling Expertise in DAX, SQL, and other analytical tools Efficiency Tracking Provide robust measures of efficiency/productivity for each major business delivery team function Identify Areas of opportunities and work with Operations, Reporting and Workflow teams to address the inefficiencies  Scheduling ·       Scheduling and shift optimization for Customer Support roles Partner Engagement Work closely with Operations team, HR and Finance partners to ensure Workforce Planning meets the business needs Develop and maintain internal control, setting benchmarks and giving feedback on data performance and recommended actions. Develop and produce performance information to advise, engage and influence various levels of operational management based on the Power BI dashboards with performance reports Qualifications: Minimum of 8 years of experience in Workforce Management, including prior expertise in capacity planning Proven experience in running a workforce management program, delivering resourcing plans for a variety of support and back-office processing functions. Deep understanding of Capacity plan build, scheduling, workforce planning, tools and methodology Ability to create executive summaries that deliver a clear, compelling narrative of actionable insights and performance outcomes Must have Power Bi expertise Excellent database leadership skills Should have good analytical, Interpersonal & Problem-Solving skills. Understanding of business processes improvement and methods of working Exceptional communication, customer management skills and experience partnering with senior business leaders Experience working in a highly sophisticated global matrix environment Excellent planning, administration and organization skills