**Job Overview**
As a strategic workforce planning expert, you will play a pivotal role in ensuring the efficient operation of our contact centre.
Key responsibilities include:
- Developing and implementing effective workforce management strategies to optimize performance and meet service level agreements.
- Collaborating with cross-functional stakeholders to analyze business needs and develop data-driven solutions.
- Leading a team of real-time analysts to ensure agent adherence to schedule and optimize performance during peak periods.
**About You**
To succeed in this role, you will need:
- Proven experience as a workforce planner in a large-scale contact centre environment
- Strong analytical skills with the ability to work with complex datasets and communicate insights to diverse stakeholders.
- Effective leadership capabilities with the ability to build relationships at all levels and influence cross-functional teams.
**Requirements**
- Experience using contact centre telephony systems and predictive modeling tools
- Familiarity with Service Level Agreements and workforce management platforms.
**Why Join Us?**
We offer a dynamic and inclusive work environment that values diversity, equity, and inclusion. Our organization is committed to promoting equal opportunities and providing flexible working arrangements to support work-life balance.