- Master of end-to-end WFM processes supporting both internal and external stake holders, with specific and proven experience in real-time management, forecasting & planning
- Lead and develop a team of WFM analysts, planners, and schedulers.
- Foster a culture of continuous improvement and performance excellence within the WFM group. Provide guidance, mentorship, and training to team members.
- Develop and deploy effective staffing models to optimize the use of available resources, help create schedules basis the Interval Staffing requirement, ensuring optimum resources utilization
- Highly motivated, hands-on leader with demonstrated ability to drive increased productivity within their organization while supporting and enabling business transformation.
- Proven capability to develop WFM professionals with strong communicative, interpersonal and people development skills.
- Knowledge of analytical and reporting tools
- Familiarity with workforce management software (Aspect, Nice IEX, Genesys, Avaya, Five9 etc.)
- Collaborate with various departments, including Operations, Customer Service, and HR, to ensure alignment with workforce management goals.
- Communicate effectively across all levels of the organization as well as conceptualize programs, benefits and the associated risks including financial impact or benefit.
- Excellent communication, mathematical, logical, analytical and problem-solving skills
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