Responsibilities
- Lead the strategic development of the Workforce Management function, creating an integrated operating model covering forecasting, scheduling, real-time oversight, and performance analytics for digital advertising and customer support services.
- Supervise, mentor, and grow a team of Workforce Analysts by establishing performance benchmarks, conducting regular evaluations, and designing personalized development paths to strengthen technical and operational capabilities.
- Manage long-term and mid-term workforce forecasting, delivering monthly, quarterly, and annual staffing projections using data on call volume trends, platform development plans, seasonal fluctuations, and program expansion.
- Develop and maintain the scheduling framework for the BPO environment, including shift design, break allocation, and multi-skilled scheduling systems that balance forecasted demand with SLA compliance, labor laws, and employee well-being.
- Direct real-time monitoring operations, ensuring consistent tracking of queue status, agent attendance, and service level metrics across all communication channels and shifts on a daily basis.
Responsibilities
- Define and own the strategic direction of the BPO Workforce Management function, building a comprehensive WFM operating model that encompasses forecasting, scheduling, real-time management, and performance reporting across all digital advertising and customer support operations.
- Directly manage, coach, and develop a team of Workforce Analysts, setting clear performance expectations, conducting structured reviews, and building individual growth plans that develop both WFM technical skills and operational judgment.
- Own the organization's long-range and medium-term workforce forecasting function, producing monthly, quarterly, and annual staffing plans based on volume trend analysis, digital advertising platform roadmaps, seasonal patterns, and program growth projections.
- Own the scheduling strategy for the BPO operation, designing shift architectures, break structures, and multi-skill scheduling frameworks that optimize coverage against forecasted demand while meeting contractual SLA requirements, labor regulations, and agent welfare standards.
- Oversee the real-time monitoring function, ensuring the analyst team maintains continuous visibility of queue health, agent adherence, and service level performance across all channels and shifts throughout every operating day.
