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Moderate brand and common mid-level BPO operations role with standard skills, so medium competition.
Skills transfer across contact-centers but IEX and BPO context create moderate industry specificity.
Explicit 2+ years WFM requirement and mandatory IEX experience increases shortlisting strictness.
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Optimize and forecast staffing needs for voice and non-voice channels to meet service levels and productivity metrics.
Coordinate with operations, training, talent acquisition, IT, and clients to manage workforce scheduling and capacity planning.
Monitor billing accuracy, analyze campaign performance, and develop action plans to address staffing gaps or overages.
At least 2 years of experience in BPO Workforce Planning including Forecasting, Capacity Planning, Scheduling, and Real Time Management.
Hands-on experience with IEX Workforce Management software.
Proficiency in statistical analysis and MS Office applications, especially Excel.
Work Experience Required: Minimum 2 years in Workforce Planning within BPO operations.
Experienced in managing complex, ongoing projects with high attention to detail and process optimization focus.
Strong analytical skills with ability to interpret trends and develop accurate forecasts.
Effective communicator with proactive decision-making skills and ability to work collaboratively across multiple departments.