Workforce Planning and Optimisation Manager
Core
Lead workforce planning and optimization across Maxxia and RemServ operations to align workforce supply, capability, and capacity with customer demand and business objectives.
Role type
Senior Workforce Planning and Optimization Manager
Builds
Scalable and sustainable operating models for contact centre and processing operations
Domain
Workforce Management (WFM) / Contact Centre Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Workforce planning leadership, forecasting, capacity planning, WFM systems expertise, data-driven decision-making, team coaching, operational performance improvement, budget management, change management
Preferred skills
Genesys Cloud expertise, automation of reporting, BI reporting, stakeholder engagement
Technologies
Genesys Cloud, WFM systems, BI tools
Responsibilities
Lead workforce planning across Maxxia and RemServ Operations; Establish workforce planning governance and standards; Develop and coach the workforce planning team; Own workforce planning outcomes including service levels and efficiency; Ensure forecasting and scheduling support operational requirements; Review workforce trends and drive productivity improvements; Lead workforce planning maturity through automation and standardisation; Own workforce reporting and performance frameworks; Oversee workforce budgets and FTE glidepaths.
Seniority
Senior, hands-on IC with leadership responsibilities
