Manager, Workforce Management Capacity & Productivity Analytics
Core
Leads validation and analysis of workforce capacity and efficiency assumptions across Enterprise Workforce Management to ensure projected impacts from business initiatives are supported by data.
Role type
Manager, Workforce Management Analytics
Builds
Validated workforce plans and data-driven capacity models for the bank
Domain
Financial Services / Workforce Management
Deliverable
production ML models | dashboards & analysis
Required skills
workforce analytics, capacity planning, analytical modeling, operational data analysis, WFM systems, contact center operations, financial services domain knowledge
Preferred skills
none stated
Technologies
WFM systems, reporting tools
Responsibilities
Partner with business and performance teams to understand initiative assumptions, Validate productivity and efficiency impacts using operational data, Provide insights on variances between expected and actual outcomes, Support forecasting and planning teams with accurate, validated inputs, Develop processes for tracking and assessing initiative performance, Communicate findings clearly to both operational and senior audiences
Seniority
Manager, strategic planning & cross-functional leadership
