Global Workforce Planning & Transformation
Core
Lead forecasting, capacity planning, scheduling, and workforce optimization for a global customer operations organization supporting 4,000+ agents.
Role type
Senior Manager, Workforce Planning & Transformation
Builds
Staffing plans, operational strategies, and workforce processes aligned with member demand and financial goals.
Domain
Financial Technology (FinTech) / Customer Operations
Deliverable
production ML models | dashboards & analysis | infrastructure
Required skills
Workforce forecasting, capacity planning, scheduling, real-time management, workforce analytics, people leadership, process improvement, cross-functional partnership, AI/automation adoption
Preferred skills
Predictive analytics, vendor management, emerging workforce technologies
Technologies
AI, automation, predictive analytics, workforce technologies
Responsibilities
Lead forecasting and capacity planning for 4,000+ agents; Develop staffing plans aligning demand, service levels, and financial goals; Partner with Operations, Finance, and Analytics teams; Monitor workforce performance and recommend adjustments; Establish processes to improve forecast accuracy and efficiency; Champion AI and automation; Manage and develop a high-performing team
Seniority
Senior, hands-on IC with people leadership
