Manager Workforce Management. CXCG
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Key details
- Location
- Pakistan
- Work style
- Onsite
- Level
- Senior
- Job type
- Full-time
- Function
- Operations & Strategy
- Focus area
- other
- Posted
- 2w ago
Skills
business continuitycapacity planningcustomer servicedisaster recoveryoperational risk managementrisk assessmentroot cause analysisstress testingworkforce managementworkforce planning
About the role
Workforce Strategy, Forecasting & Capacity Planning
- Develop and own long-term, medium-term and short-term demand forecasts across voice, email, chat, social media, complaints and emerging digital channels.
- Translate business strategy, growth projections, marketing campaigns, product launches and customer behavior trends into workforce demand plans.
- Design and maintain forecasting methodologies, assumptions and scenario models to improve forecast accuracy.
- Lead annual workforce planning cycles, budgeting exercises and headcount justification processes.
- Conduct capacity gap analysis and recommend hiring, outsourcing, automation or multi-skilling interventions.
- Develop contingency staffing models for seasonal peaks, regulatory events, service disruptions and unexpected volume surges.
- Monitor forecast variance and perform root-cause analysis to continuously improve planning accuracy.
- Provide strategic workforce insights to Contact Center leadership for decision-making and resource allocation.
Workforce Scheduling, Resource Optimization & Shrinkage Management
- Design workforce schedules that balance customer service targets, employee wellbeing and operational efficiency.
- Optimize shift structures, break plans, leave allocation, training schedules and offline activities.
- Develop and manage shrinkage models covering annual leave, absenteeism, training, meetings, coaching and system downtime.
- Ensure optimal staffing distribution across all service intervals and communication channels.
Drive workforce utilization, occupancy and productivity improvements while maintaining employee Workforce Strategy, Forecasting & Capacity Planning
- Develop and own long-term, medium-term and short-term demand forecasts across voice, email, chat, social media, complaints and emerging digital channels.
- Translate business strategy, growth projections, marketing campaigns, product launches and customer behavior trends into workforce demand plans.
- Design and maintain forecasting methodologies, assumptions and scenario models to improve forecast accuracy.
- Lead annual workforce planning cycles, budgeting exercises and headcount justification processes.
- Conduct capacity gap analysis and recommend hiring, outsourcing, automation or multi-skilling interventions.
- Develop contingency staffing models for seasonal peaks, regulatory events, service disruptions and unexpected volume surges.
- Monitor forecast variance and perform root-cause analysis to continuously improve planning accuracy.
- Provide strategic workforce insights to Contact Center leadership for decision-making and resource allocation.
Workforce Scheduling, Resource Optimization & Shrinkage Management
- Design workforce schedules that balance customer service targets, employee wellbeing and operational efficiency.
- Optimize shift structures, break plans, leave allocation, training schedules and offline activities.
- Develop and manage shrinkage models covering annual leave, absenteeism, training, meetings, coaching and system downtime.
- Ensure optimal staffing distribution across all service intervals and communication
- engagement.
- Implement dynamic workforce allocation practices to maximize resource availability.
- Continuously evaluate schedule effectiveness and recommend enhancements based on operational performance.
- Govern schedule compliance and workforce planning policies across operational teams.
Real-Time Workforce Management & Service Level Assurance
- Lead intraday workforce management activities to ensure achievement of service level, response time and customer experience targets.
- Monitor real-time demand, staffing levels, queue performance, adherence, backlog and operational risks.
- Direct immediate corrective actions including resource reallocation, skill reassignment, overtime activation and queue management.
- Establish workforce escalation protocols for service restoration during operational disruptions.
- Manage workforce response during system outages, high-volume incidents and business continuity events.
- Partner with operations teams to minimize service degradation and customer impact.
- Drive adherence management and intraday performance governance across all teams.
- Ensure regulatory and service commitments are consistently achieved.
Workforce Analytics, MIS & Executive Reporting
- Develop executive-level workforce dashboards, scorecards and performance reporting frameworks.
- Analyze key workforce metrics including service level, occupancy, shrinkage, adherence, productivity, forecast accuracy and capacity utilization.
- Identify performance trends, risks, opportunities and improvement initiatives through advanced analytics.
- Produce strategic workforce insights and recommendations for senior management.
- Lead monthly, quarterly and annual workforce performance reviews.
- Ensure data integrity, reporting consistency and governance standards are maintained.
- Automate reporting processes to improve speed, accuracy and decision-making capability.
- Support data-driven decision making across Contact Center and CX leadership.
Operational Governance, Risk Management & BCP Readiness
- Establish workforce governance frameworks, policies, procedures and planning standards.
- Ensure workforce management practices align with bank policies, regulatory requirements and operational control frameworks.
- Develop workforce-related risk assessments and mitigation plans.
- Design and maintain Business Continuity workforce plans across Karachi, Lahore and alternate recovery sites.
- Lead workforce readiness planning for crisis management and disaster recovery scenarios.
- Conduct workforce stress testing and capacity resilience assessments.
- Monitor workforce-related operational risks and proactively escalate emerging issues.
- Maintain workforce management documentation, SOPs and audit readiness.
Cost Management & Workforce Productivity Optimization
- Optimize staffing costs while maintaining agreed service and customer experience standards.
- Develop workforce business cases, staffing models and financial impact assessments.
- Monitor productivity, staffing efficiency, utilization and cost-per-contact metrics.
- Identify opportunities for cost avoidance through forecasting accuracy, automation and workforce optimization.
- Assess outsourcing versus insourcing opportunities and support workforce-related investment decisions.
- Drive improvement initiatives to reduce overtime, idle time and unproductive activities.
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