Workforce Management

Job Description
Forecasting & Capacity Planning - Develop short-term and long-term volume forecasts across channels. Translate demand forecasts into staffing requirements using workload and shrinkage assumptions. Perform variance analysis on forecast vs actual and continuously refine assumptions.
Scheduling & Resource Optimization - Create optimized schedules that balance service level, occupancy, shrinkages, tenurity and skillsets. Partner with VM to manage staffing risks and implement mitigation plans.
Real-Time Management Support - Monitor intraday performance vs plan (SL, AR, backlog, occupancy, adherence). Provide actionable recommendations on staffing movements, OT, skill rebalancing, and reforecasting. Support RTA governance for aux usage, breaks, and schedule adherence.
Performance Analytics & Reporting - Produce daily, weekly, and monthly WFM reports on capacity, productivity, shrinkage, and efficiency. Identify trends, risks, and opportunities to improve utilizati...