WORKFORCE OFFICER

Support the preparation of short-, medium-, and long-term workforce forecasts based on operational demand, business growth, and customer requirements. 

Compile and analyze historical workload, productivity, occupancy, staffing trends, and operational metrics to support forecasting accuracy. 

Assist in preparing capacity plans that help ensure adequate staffing levels and workforce availability for current and near-term operational needs. 

Provide input on staffing requirements based on forecasted demand and workforce utilization, and flag hiring needs to the Operations Head. 

Coordinate with the People & Culture Team to support timely recruitment and onboarding aligned with workforce plans. 

Help monitor forecasting models and capacity assumptions, and flag inaccuracies or improvement opportunities to the Operations Head. 

Prepare and maintain workforce schedules that support optimal staffing coverage in line with operational requirements. 

Prepare and administer weekly, bi-weekly, and monthly shift schedules based on approved workforce plans and forecasts. 

Process shift assignments, rotations, rest days, leave schedules, and workforce allocation in compliance with policy, escalating conflicts as needed. 

Coordinate with Shift Leads and Site Leads on planned schedule adjustments, staffing requirements, and workforce availability. 

Recommend planned overtime and schedule adjustments to the Operations Head to address anticipated staffing requirements. 

Ensure schedules comply with labor laws, company policies, and operational standards. 

Publish and communicate approved schedules to employees and operational stakeholders in a timely manner. 

Monitor schedule effectiveness and flag opportunities to improve workforce utilization, productivity, and operational efficiency. 

Monitor real-time staffing levels, workforce availability, schedule adherence, attendance, and operational coverage across assigned sites. 

Support same-day workforce re-forecasting and assess the impact of attendance issues, operational changes, or unexpected staffing shortages. 

Execute approved real-time staffing adjustments, including overtime activation, schedule modifications, workforce reallocation, and shift extensions to maintain operational continuity. 

Track workforce utilization, service levels, and staffing capacity, flagging deviations from operational targets. 

Identify real-time workforce exceptions such as absenteeism, tardiness, early logouts, and staffing gaps, and coordinate with Operations leaders to address them. 

Maintain the accuracy and integrity of real-time workforce management dashboards, attendance records, and operational reports by promptly resolving same-day data discrepancies. 

Escalate critical staffing risks to the Operations Head with timely recommendations to minimize operational disruption. 

Prepare and distribute real-time workforce status reports, staffing updates, and end-of-day operational summaries to key stakeholders. 

Monitor workforce utilization, staffing coverage, schedule adherence, attendance, and workforce availability to support operational readiness. 

Prepare workforce dashboards and reports for the Operations Head and Headquarters. 

Analyze historical workload, staffing trends, and workforce utilization data to identify patterns and support recommendations to the Operations Head. 

Support workforce analysis requested by the Operations Head for capacity planning and business decisions. 

Assist in implementing action plans directed by the Operations Head to address workforce risks and improve efficiency. 

Ensure the accuracy and integrity of workforce management data, reports, and workforce planning systems. 

Coordinate with Site Leads and Shift Leads to align day-to-day workforce execution with operational requirements. 

Coordinate with the People and Culture Team regarding attendance concerns, leave planning, manpower movement, and employee-related workforce matters. 

Coordinate with Learning & Development on training schedules while maintaining adequate operational coverage. 

Support Headquarters with workforce data, staffing updates, and information needed for workforce planning discussions. 

Support business continuity planning by helping prepare contingency staffing coverage during operational disruptions. 

Provide input on workforce processes and flag opportunities to improve operational efficiency and workforce utilization. 

Identify opportunities to streamline workforce management tools and reporting, and raise these to the Operations Head. 

Support the application of workforce policies, scheduling guidelines, and workforce management standards set by the Operations Head. 

Support workforce simulations and scenario planning led by the Operations Head to assess staffing or shift structure changes. 

Provide workforce data and insights during operational reviews to support business expansion and readiness discussions. 

Perform other duties and responsibilities reasonably related to the role, as may be assigned by Management to support business and operational requirements. 

Bachelor's Degree in Business Administration, Operations Management, or a related field is preferred. 

Minimum of 5 years of experience in Workforce Management, including forecasting, scheduling, capacity planning, and real-time management, within a BPO or contact center environment. 

Strong knowledge of workforce planning principles, forecasting methodologies, scheduling strategies, capacity management, and workforce analytics. 

Proficiency in Microsoft Excel is required 

Experience with Power BI and Workforce Management (WFM) platforms (e.g., Verint, NICE IEX, Aspect, Genesys WFM, or similar reporting and analytics tools) is highly preferred. 

Experience supporting large-scale operations (200+ FTE), multi-site environments, or rapidly scaling 24/7 contact center operations is highly preferred. 

Strong quantitative, analytical, and problem-solving skills, with the ability to interpret workforce data, identify trends, and support actionable insights. 

Good communication and stakeholder coordination abilities. 

Strong organizational skills with the ability to manage multiple priorities in a fast-paced operational environment. 

Demonstrates initiative, accountability, and a continuous improvement mindset. 

Ability to follow and execute repeatable workforce processes. 

Willingness to work onsite and amenable to working on a rotating shift schedule, including morning and night shifts, based on business requirements.