Workforce Management Lead - Planner

Profile Descripion:

Workforce Management professional specializing in staff planning, capacity forecasting, and operational efficiency, ensuring optimal resource utilization while meeting business objectives and service level goals.

Roles and Responsibilities:

• Extensive knowledge of Workforce Management methodologies with key focus on staff planning, scheduling and stakeholder management.
• Create, develop, and maintain detailed capacity plans with volume projections and key business assumptions.
• Analyse historical volumes and create long term staffing plans keeping in mind Service Level goals, Operational Flexibility and Cost Effectiveness.
• Maintain headcount reporting, attrition tracking and trends for all businesses.
• Continuously monitor and adjust forecasts according to changes in demand along with identifying potential risks to capacity and proactively create a contingency plan.
• Collaborating with Command Center and Operation teams to gauge current business trends on shrinkage and productivity to enhance planning models.
• Excellent written and verbal communication skills required.