01Overview
You are an experienced Deputy Manager responsible for leading workforce planning and capacity analytics for a large-scale global contact centre. Your role involves utilizing your expertise in forecasting, statistical modelling, and labour planning to enhance operational efficiency and make strategic workforce decisions.Your key responsibilities include building and managing advanced forecasting models using techniques like linear and multi-variant regression and moving averages. You will also lead initiatives for labour, seat, and resource planning, aiming to identify productivity gaps and operational variances. Working with large datasets is essential to extract meaningful insights, trends, and interdependencies. Collaboration with cross-functional teams such as Operations, HR, and Finance is crucial to align headcount and resource planning. Additionally, you will be responsible for delivering strategic presentations and data-driven reports to senior leadership and ensuring continuous improvement and up-to-date processes for planning tools.To excel in this role, you should hold a Bachelor's degree or higher in Business, Mathematics, Statistics, or a related field and have at least 6-9 years of hands-on experience in workforce analytics, capacity planning, and forecasting. Strong proficiency in Excel is required, and experience with tools like NICE, Aspect, Anaplan, or similar is preferred. A deep understanding of productivity modelling, task timing, and workload variance is essential, along with strong analytical, problem-solving, and communication skills. Prior experience in BPO, Contact Centre, or Shared Services environments is highly desirable.If you are interested in this exciting opportunity, you can apply directly or share your resume at hidden_email., .
