RESPONSIBILITIES

This critical role is responsible for ensuring optimal staffing levels across all customer contact channels - including voice, chat and offline work - to meet service goals and operational efficiency targets. This person will develop and maintain accurate forecasts and capacity plans that drive our workforce strategy.

• Develop and maintain accurate forecasts and capacity plans for multi-channel customer contact environments (voice, chat, email, back office).
• Ensure optimal staffing levels to meet service goals and operational efficiency targets.
• Utilize advanced statistical modeling and forecasting methodologies to predict future workload and staffing needs.
• Collaborate with operational teams and leadership to align forecasting with business objectives and strategy.
• Analyze and interpret complex data to inform staffing decisions and operational improvements.
• Prepare and present forecasting i...