Business Process Lead

Roles and Responsibilities:

Short-Term Forecasting & Staffing Alignment:
- Analyse short-term volume forecasts provided by Client on a weekly basis. - Schedule available staffing to meet the forecasted volumes within the site's hours of operation. - Ensure schedules are in full alignment with the volume coverage required by Client. Skillset Management & Compliance:
- Process skillset change requests as required by client, utilizing WFM and Real-Time Analysis data. - Ensure the WFM tool (Verint or new tool) reflects accurate agent skill assignments. - Deploy short-term forecasts within the WFM tool to reflect required volume coverage. Schedule Adherence Monitoring & Feedback:
- Hourly check schedule adherence reports. - Analyze adherence data and raise relevant feedback to local operations regarding any deviations or trends. - Ensure the weekly schedule is maintained and followed, updating it as necessary.

Skills & Competencies:

- Proficiency in Workforce Management tools (e.g., Verint or similar platforms).
- Strong analytical skills with the ability to interpret short-term forecasts and staffing data. - Understanding of scheduling principles and best practices for optimizing resource allocation. - Ability to analyse schedule adherence reports and identify areas for improvement. - Strong communication skills for providing feedback to local operations and collaborating with Client  WFM teams. - Problem-solving skills to address scheduling conflicts or staffing shortages. - Ability to work collaboratively with both internal teams and external partners - Understanding of key workforce management metrics and their impact on operational  performance.