Workforce forecasting & capacity lead

Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc. Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing always. Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance. Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service. Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts. Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions. Protects the organization’s assets through upholding the principles of Quality Information Security Management System. Serves as the main po...