Job Description
Workforce Management & Operational Planning
+ Develop and implement workforce management strategies to optimize case distribution and resource allocation.
+ Monitor workload distribution across teams and ensure assignments are aligned with employee certifications, skills, and capacity.
+ Analyze workforce utilization, case volumes, productivity trends, and operational bottlenecks.
+ Identify opportunities to improve efficiency, reduce workload imbalances, and support business objectives.
+ Partner with operational leaders to establish objective and scalable workload assignment processes.
Training & Certification Management
+ Coordinate training programs across GBS, Customer Care, and Market Leadership teams.
+ Identify training needs through quality findings, operational metrics, performance trends, and stakeholder feedback.
+ Develop certification roadmaps to support employee growth and operational readin...
+ Develop and implement workforce management strategies to optimize case distribution and resource allocation.
+ Monitor workload distribution across teams and ensure assignments are aligned with employee certifications, skills, and capacity.
+ Analyze workforce utilization, case volumes, productivity trends, and operational bottlenecks.
+ Identify opportunities to improve efficiency, reduce workload imbalances, and support business objectives.
+ Partner with operational leaders to establish objective and scalable workload assignment processes.
Training & Certification Management
+ Coordinate training programs across GBS, Customer Care, and Market Leadership teams.
+ Identify training needs through quality findings, operational metrics, performance trends, and stakeholder feedback.
+ Develop certification roadmaps to support employee growth and operational readin...