Job Description: Responsible for forecasting, capacity planning, scheduling, real-time monitoring, and performance reporting to optimize resource utilization and ensure consistent service delivery. The role involves being a bridge between operations and planning teams to drive efficiency and adherence to service level agreements (SLAs) Key Responsibilities: Forecasting & Capacity Planning: Analyze historical data, volume trends, and seasonality to create accurate workload forecasts. Support long-term and short-term capacity planning for staffing and workload distribution. Scheduling: Prepare and manage agent/resource schedules to meet demand while optimizing productivity. Adjust schedules for leaves, shrinkage, and special events. Real-Time Monitoring (RTA): Monitor intraday performance, adherence, and service levels. Proactively identify and communicate deviations from plan to operations leaders. Reporting & Analytics: Generate daily, weekly, and monthly performance and adherence reports. Provide insights and recommendations to improve WFM efficiency and operational KPIs.
