Description

• Analyze workforce requirements and develop capacity plans to optimize operational efficiency.
• Monitor and manage service level agreements (SLAs) to ensure compliance and performance standards are met.
• Utilize workforce management tools to forecast staffing needs and track shrinkage and absenteeism.
• Collaborate with team leaders to implement strategic plans for workforce optimization.
• Prepare and present reporting analysis to senior management regarding workforce performance metrics.

Requirements

• Educational Qualifications: Bachelor’s degree in a relevant field.
• Experience Level: 2–3 years of experience in workforce management or capacity planning.
• Skills and Competencies: Strong knowledge of BPO/Call Center operations and capacity planning methodologies.
• Skills and Competencies: Proficient in workforce management tools and reporting analysis.
• Qualities and Traits: Excellent people management and strategic planning skills.
• Responsibilities and Duties: Ability to work under pressure and meet deadlines in a fast-paced environment.