Specialist - Workforce Strategy
On-site · Bengaluru, Karnataka, India
Job Summary
Specialist - Workforce Strategy delivers data-driven insights, analytics, and services to ensure Customer Operations maintains optimal staffing levels. Responsible for forecasting and capacity planning (headcount, interactions, processing time, shrinkage, attrition), scheduling, and efficiency tracking using BI dashboards (Power BI) and analytics (DAX, SQL). Acts as a liaison between Customer Operations, HR, and Finance to align workforce plans with budgeting and business needs; develops and communicates executive-level summaries and performance insights to senior leadership; partners with Operations, Reporting, and Workflow teams to identify opportunities and drive improvements in capacity planning, staffing, and operational efficiency. Requires extensive experience in workforce management, strong data modelling/database skills, and ability to influence across a global matrix organization.
Required Qualifications
- Minimum of 8 years of experience in Workforce Management, including prior expertise in capacity planning
- Proven experience in running a workforce management program, delivering resourcing plans for a variety of support and back-office processing functions
- Power BI expertise
- Excellent database leadership skills
- Strong analytical, interpersonal & problem-solving skills
- Experience partnering with senior business leaders
- Ability to create executive summaries that deliver a clear, compelling narrative of actionable insights and performance outcomes
- Understanding of business processes improvement and methods of working
- Excellent planning, administration and organization skills
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