Specialist- Workforce Strategy

About the role

This role provides actionable intelligence to delivery teams across areas such as forecasting and planning, operational efficiency, headcount management, and workspace utilization. Additionally, it serves as a critical liaison between Customer Operations, Human Resources, and Finance, enabling alignment and informed decision-making.

What you'll do

• Forecasting & Capacity Planning
• Develop detailed and accurate headcount capacity plans (long-term/short-term) to be shared with the Finance and Operations teams for budgeting purposes
• Workforce Planner will be Responsible to deliver the forecasting for the number of interactions, processing time, shrinkage
• Responsible for the capacity and staffing of one or more accounts, providing guidelines and directions for the schedule creation
• Expertise in Power BI tool

What you need

• 8–14 yrs of experience
• Power BI
• SQL
• Data analysis
• Data modelling
• DAX
• Internal controls
• Any graduate