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Responsibilities: Strategic Workforce & Capacity Planning: Develop and maintain short and long term volume forecasts across voice, digital, and omni channel programs, regions, languages, and lines of business. Convert demand forecasts into staffing and capacity plans that balance service performance, contractual requirements, labor constraints, and budget targets. Continuously improve forecasting methodologies using historical trends, customer behavior, and operational drivers such as releases, launches, policy updates, and tooling changes. Partner with BPO Workforce Management and CX Operations teams to validate assumptions and ensure plans are both accurate and executable. Strategic Modeling & Decision Support: Own labor and financial scenario modeling to support CX leadership decision making. Serve as a thought partner to CX Leadership, Operations, Product, and Learning & Development on initiatives that impact volume, staffing, or cost. Evaluate workforce and cost implications of new channels, tools, operating models, and delivery strategies. Provide clear, data driven recommendations to inform prioritization and investment decisions. Financial Planning & Cost Management: Partner closely with Finance to support global CX labor planning and budgeting. Build and maintain driver based cost models connecting volume, AHT, shrinkage, occupancy, productivity, and staffing assumptions. Perform forecast to actual analysis, clearly articulating variances, drivers, and risks to stakeholders. Performance Monitoring & Partner Insights: Analyze productivity, efficiency, service performance, and cost metrics across partners and channels. Identify optimization opportunities that improve efficiency while protecting customer experience and partner employee engagement. Deliver actionable insights that support performance improvement and long term planning. Contribute to ongoing improvement of forecasting, planning, and capacity management processes using WFM and planning tools. Cross Functional & Partner Collaboration: Work closely with CX Operations, Finance, Procurement, Product, Release Planning, Learning & Development, and Tools & Technology teams. Ensure workforce and financial plans stay aligned with operational execution, deployment timelines, and strategic priorities. Support strong communication and planning rigor across internal teams and external partners.
Requirements:
7+ years of experience in Workforce Management, Forecasting, Capacity Planning, FP&A, or a related analytical discipline. Strong experience supporting outsourced or BPO contact center environments. Deep understanding of CX and contact center metrics such as AHT, SLA, ASA, Abandon Rate, Occupancy, Shrinkage, and Productivity. Demonstrated ability to build and maintain complex, driver based forecasting and financial models. Proven experience partnering with Finance on budgeting, forecasting, and variance analysis. Advanced Excel and analytics skills; experience with WFM platforms and CX tooling strongly preferred. Personal Attributes: Highly analytical with strong financial and operational judgment. Comfortable operating independently in fast paced, ambiguous environments. Able to translate complex analyses into clear insights and executive ready recommendations. Strong communicator capable of influencing cross functional teams and external partners. Balances attention to detail with strategic perspective and customer impact.
Why Should You Apply?
Excellent growth and advancement opportunities
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive consideration
for employment without regard to any status protected by applicable law.
Sprachkenntnisse
- English
Hinweis für Nutzer
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