Lead and manage end-to-end headcount planning processes, ensuring alignment between workforce capacity and business volume.
Conduct cost analysis, budgeting, and workforce financial forecasting to support decision‑making at senior management levels.
Develop and maintain workforce models and dashboards to track productivity, utilization, and efficiency metrics.
Collaborate with relevant teams from business to forecast staffing needs and optimize workforce allocation.
Establish and maintain strong stakeholder and vendor relationships, proactively resolving issues and negotiating terms to maximize service efficiency and cost optimization.
Drive continuous improvement initiatives focused on cost efficiency, workforce productivity, and operational excellence.
Provide leadership and performance management to customer service teams, ensuring high levels of engagement, accountability, and alignmen...
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