Senior Specialist
Role Objective: The Workforce Manager leads endtoend workforce planning, including forecasting, capacity management, and headcount optimization to enable the organizations strategic and operational goals. The role is accountable for developing effective batch plans, managing rampdown approaches, and ensuring alignment with budget targets. It also requires close collaboration with crossfunctional partners to support business growth, maintain service levels, and optimize capacity across all lines of business (LOBs).
Essential Duties and Responsibilities: The Workforce Management professional is responsible for driving accurate forecasting, capacity planning, and headcount optimization to support operational success across multiple lines of business (LOBs). Key responsibilities include:
1. Workforce Forecasting & Batch Planning
- Lead the development of workforce forecasts and batch plans that align staffing needs with operational demand across assigned LOBs.
- Ensure planning accurately reflects business volume trends, onboarding timelines, and capacity requirements.
2. Ramp-Down, Redeployment & Headcount Optimization
- Manage ramp-down planning, headcount reduction strategies, and redeployment processes in line with business priorities and productivity goals.
- Adjust ramp-down or redeployment approaches based on updated growth projections and operational requirements.
- Partner with Finance to maintain headcount discipline and address variances proactively.
3. Cross-Functional Partnership
- Collaborate closely with Operations, Finance, and HR to ensure workforce plans are synchronized with strategic objectives and operational constraints.
- Communicate planning assumptions, staffing risks, and recommendations to stakeholders regularly.
4. Leadership Reporting & Communication
- Prepare and deliver workforce forecasts, dashboards, insights, and recommendations to senior leadership.
- Present clear narratives that explain staffing implications, risks, and actions.
Certification (Preferable, not mandatory): Certification in data analytics, Microsoft Power BI, workforce management-specific certification
Skill Set:
- 3 + Years of work experience with solid understanding of forecasting models (shortterm, midterm, longterm).
- High proficiency in data analysis and interpretation.
- Comfort working with large datasets and complex headcount models.
- Advanced Excel skills (pivot tables, whatif analysis, power queries).
- Knowledge of analytics tools such as Power BI, Tableau, or Qlik.
- Understanding of budgeting principles (headcount budgets, FTE planning).
- Ability to validate HC against financial plans and track variances.
- Strong communication skills to partner with Operations, HR, Finance, Talent Acquisition, and other stakeholders
- Should have analytical skills & exhibit clear thinking/reasoning
- Should be able to comprehend & well-articulated to present his/her thought process well
- Should have excellent feedback and coaching skills
