Workforce Management SME

1. Own forecasting, capacity planning, scheduling, roster design and intraday management for a global, multi-channel and multilingual Service Desk environment.

2. Build demand forecasts using historical interactions, ticket volumes, arrival patterns, seasonality, business events, channel mix, language requirements and transformation assumptions.

3. Create staffing and shift plans that support voice, chat, email, portal and escalation workloads while balancing service levels, occupancy, shrinkage and employee constraints

4. Monitor real-time queues and adherence, identify variances and recommend reallocation, overtime, schedule adjustments or contingency actions

5. Partner with Operations and Talent teams on hiring waves, onboarding, training, nesting, leave planning, attrition risk and location-specific readiness.

6. Maintain workforce models for transition, steady state, hypercare, automation ramp-up and demand-reduction scenarios without compromising service continuity.

7. Analyze the impact of virtual assistant, self-service, self-heal, automation and channel shift on workload, productivity and staffing assumptions

8. Publish accurate intraday, daily, weekly and monthly WFM dashboards with risks, assumptions, variance analysis and recovery actions.

9. Ensure roster governance, scheduling controls, data quality, access restrictions and audit readiness across WFM tools and reports.

10. Drive continuous improvements in forecast accuracy, schedule efficiency, adherence, coverage and demand-capacity alignment.