Manager of Workforce Planning and Analytics

Shape workforce initiatives as a Manager of Workforce Planning and Analytics. Employ data-driven insights to optimize staffing, enhance schedules, and drive performance improvements.
In this hybrid role, you will lead a talented team of analysts, ensuring the right expertise is in place across all channels. Your focus will be on analyzing trends and developing forecasts that meet evolving business demands. Collaborate with various stakeholders to support operational success and a better employee experience.
Key Responsibilities:
• Enhance short- and long-term forecasting models
• Balance service demands with operational constraints
• Monitor and analyze forecast accuracy
• Facilitate real-time service management
• Foster team development and high-performance culture
Requirements:
• 5+ years in Contact Centre management
• Proficient in forecasting and scheduling methodologies
• Strong analytical and communication skills
• Experience with Genesys Cloud...