Workforce Data & Forecasting Lead
Core
Lead forecasting, workforce analytics, and capacity planning for contact centre and processing operations to drive service delivery and operational performance.
Role type
Senior Workforce Data & Forecasting Lead
Builds
Demand forecasts, workforce models, and capacity plans for Maxxia and RemServ operations
Domain
Contact Centre Operations / Workforce Management
Deliverable
production ML models | dashboards & analysis
Required skills
Long-term/short-term/intraday forecasting, WFM metrics, interval-based forecasting methodologies, data validation and reconciliation, scenario modelling, analytical problem-solving
Preferred skills
Genesys Cloud WFM platform experience, translating forecasts into staffing requirements
Technologies
Genesys Cloud WFM, enterprise WFM platforms
Responsibilities
Lead forecasting across contact centre and processing workloads; Build and validate forecasting models using trends and drivers; Develop capacity plans aligned to service objectives; Own workforce planning models and reporting standards; Translate workforce data into actionable insights for stakeholders
Seniority
Senior, hands-on IC
