Job Description

We are seeking an experienced Workforce Management (WFM) professional to lead forecasting, scheduling, and capacity planning initiatives. This role requires strong leadership, analytical expertise, and the ability to drive operational excellence across diverse teams.

Key Responsibilities

• Roll out weekly, bi-weekly, and monthly capacity plans aligned with business demand.
• Plan and manage training batches in coordination with Operations, HR, Training, and IT.
• Develop short-, mid-, and long-term forecasts to support strategic decision-making.
• Prepare and manage rosters/schedules to optimize workforce utilization.
• Ensure achievement of service level targets with controlled abandonment rates and maximum schedule adherence.
• Engage regularly with senior management and clients to review performance and align expectations.
• Identify opportunities for continuous improvement in forec...