Senior Workforce Strategist

Job Summary

A company is looking for a Senior Workforce Strategist to manage workforce management across its Banking Operations function.

Key Responsibilities

• Serve as the single accountable WFM owner across BPO partners and internal headcount, managing forecasting, scheduling, and balancing
• Build and maintain volume forecasts, headcount plans, and capacity scenarios across various channels
• Partner directly with Strategic Finance to ensure capacity models align with budget and P&L outcomes

Qualifications

• 8+ years of workforce management experience, including ownership of forecasting and scheduling for large operations teams
• Experience managing WFM across multiple sites and vendors simultaneously
• Strong understanding of WFM fundamentals, including Erlang modeling and intraday management
• Proficient in SQL and capable of building models and dashboards from raw data
• Demonstrated ability to operate in ambiguity and establish new operating rhythms