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...