Qualifications:

• College Degree any course
• 2-3 years experience in Workforce Management
• Experience with forecasting and scheduling
• Experience in handling all LOB (Email, chat and voice)
• With supervisory experience handling RTA or Workforce Analyst

Job Role:

• Supervise and guide Workforce Analysts in forecasting, scheduling, and real-time monitoring
• Develop and maintain accurate short-term and long-term workforce forecasts
• Oversee staffing plans, capacity planning, and resource allocation
• Monitor real-time operations to ensure service level targets (SLAs) are met
• Analyze historical data and trends to improve workforce efficiency and performance
• Ensure accuracy and integrity of workforce data, reports, and dashboards
• Collaborate with operations, HR, and leadership teams to align workforce strategies
• Identify risks, gaps, and opportunities for process improvement
• Drive continuous improvement initiatives and implement best practices in workforce management
• Provide coaching, training, and performance feedback to team members