Sr Administrator (Support & Operations)

About the role

We are seeking a highly analytical and result-oriented Workforce Management (WFM) Lead to manage workforce planning, forecasting, capacity management, and reporting for a large-scale service desk/contact center operation. The ideal candidate should possess strong expertise in call volume forecasting, staffing optimization, scheduling, reporting automation, stakeholder management, and client-facing communication.

What you'll do

• Workforce Planning & Capacity Management
• Manage end-to-end workforce planning and resource capacity management
• Develop short-term and long-term staffing plans based on forecasted demand
• Analyze workload trends and recommend staffing strategies to achieve SLA and productivity targets
• Conduct scenario planning and What-If analysis to support business decisions

What you need

• Reporting
• Excel
• VBA
• Dashboarding
• Tableau
• Power Query
• Any graduate

Good to have

• ServiceNow
• MIS reporting