.**_Job Description_**- Effective strategic and tactical forecasting to ensure accurate scheduling of resources to meet seasonal workload demand.- Provision of timely, accurate and relevant reporting to support business processes with a view to review, prioritise, streamline and automate existing operational reporting ensuring the reports that are produced provide high value with mínimal manual effort.- Follows and reinforces the resources financial plan adjusting staffing efficiently to meet budget.- High focus on Budgeting by using calculated forecasts to optimize staff deployment and balance workload as labor demands change.- Lead strategic projects of budgeting and planning to improve efficiencies.- Manage rosters and data in real time to ensure efficiencies are maintained in real time.- Monitor workforce management, operational and ACD systems and proactively identify opportunities and assist in the implementation of system enhancements.- Generates reports & visibility for productivity and efficiency KPI's such as (Attrition, Adherence, Conformance, AHT, ACW, Hold, Transfers, and transfer time, Productive Hours vs Non Productive hours)- Responsible for the communication at all levels regarding any event that could impact the staffing plans.- Accountable for delivering Operations results and achieve monthly budgeting, staffing and service level goals.- Interacts with partners to provide insight of seasonal events or specific needs to keep track and update the staffing plans.- Managing on a day-to-day basis (intraday management), in case of unexpected rises in contact volumes or absenteeism.- Data Driven mindset, improve processes and- Increase efficiency of operations by recommending necessary changes- Create and edit the yearly staffing plan based on business needs and seasonal events- Use Workforce Optimization (WFO) software to improve efficiency- Forecast staffing needs, taking into account contact volume and headcount requirements.- Provide updates on efficiency to company leaders.- Uphold a high standard of customer service through real-time monitoring and other methods.**_Requirements & Skills_**- Clear strategic thinker: You are able to navigate ambiguous, data-rich environments to define a strategic vision and structure into actionable components for a team.- Insightful operation: Build deep insights and understanding of the business and product features through project management, stakeholder management and be Data Driven
