Manager Workforce Management. CXCG

Mashreq NEO CORP · India

Workforce Strategy, Forecasting & Capacity Planning

• Develop and own long-term, medium-term and short-term demand forecasts across voice, email, chat, social media, complaints and emerging digital channels.
• Translate business strategy, growth projections, marketing campaigns, product launches and customer behavior trends into workforce demand plans.
• Design and maintain forecasting methodologies, assumptions and scenario models to improve forecast accuracy.
• Lead annual workforce planning cycles, budgeting exercises and headcount justification processes.
• Conduct capacity gap analysis and recommend hiring, outsourcing, automation or multi-skilling interventions.
• Develop contingency staffing models for seasonal peaks, regulatory events, service disruptions and unexpected volume surges.
• Monitor forecast variance and perform root-cause analysis to continuously improve planning accuracy.
• Provide strategic workforce insights to Contact Center leadership for decision-making and resource allocation.

Workforce Scheduling, Resource Optimization & Shrinkage Management

• Design workforce schedules that balance customer service targets, employee wellbeing and operational efficiency.
• Optimize shift structures, break plans, leave allocation, training schedules and offline activities.
• Develop and manage shrinkage models covering annual leave, absenteeism, training, meetings, coaching and system downtime.
• Ensure optimal staffing distribution across all service intervals and communication channels.

Drive workforce utilization, occupancy and productivity improvements while maintaining employee Workforce Strategy, Forecasting & Capacity Planning

• Develop and own long-term, medium-term and short-term demand forecasts across voice, email, chat, social media, complaints and emerging digital channels.
• Translate business strategy, growth projections, marketing campaigns, product launches and customer behavior trends into workforce demand plans.
• Design and maintain forecasting methodologies, assumptions and scenario models to improve forecast accuracy.
• Lead annual workforce planning cycles, budgeting exercises and headcount justification processes.
• Conduct capacity gap analysis and recommend hiring, outsourcing, automation or multi-skilling interventions.
• Develop contingency staffing models for seasonal peaks, regulatory events, service disruptions and unexpected volume surges.
• Monitor forecast variance and perform root-cause analysis to continuously improve planning accuracy.
• Provide strategic workforce insights to Contact Center leadership for decision-making and resource allocation.

Workforce Scheduling, Resource Optimization & Shrinkage Management

• Design workforce schedules that balance customer service targets, employee wellbeing and operational efficiency.
• Optimize shift structures, break plans, leave allocation, training schedules and offline activities.
• Develop and manage shrinkage models covering annual leave, absenteeism, training, meetings, coaching and system downtime.
• Ensure optimal staffing distribution across all service intervals and communication
• engagement.
• Implement dynamic workforce allocation practices to maximize resource availability.
• Continuously evaluate schedule effectiveness and recommend enhancements based on operational performance.
• Govern schedule compliance and workforce planning policies across operational teams.

Real-Time Workforce Management & Service Level Assurance

• Lead intraday workforce management activities to ensure achievement of service level, response time and customer experience targets.
• Monitor real-time demand, staffing levels, queue performance, adherence, backlog and operational risks.
• Direct immediate corrective actions including resource reallocation, skill reassignment, overtime activation and queue management.
• Establish workforce escalation protocols for service restoration during operational disruptions.
• Manage workforce response during system outages, high-volume incidents and business continuity events.
• Partner with operations teams to minimize service degradation and customer impact.
• Drive adherence management and intraday performance governance across all teams.
• Ensure regulatory and service commitments are consistently achieved.

Workforce Analytics, MIS & Executive Reporting

• Develop executive-level workforce dashboards, scorecards and performance reporting frameworks.
• Analyze key workforce metrics including service level, occupancy, shrinkage, adherence, productivity, forecast accuracy and capacity utilization.
• Identify performance trends, risks, opportunities and improvement initiatives through advanced analytics.
• Produce strategic workforce insights and recommendations for senior management.
• Lead monthly, quarterly and annual workforce performance reviews.
• Ensure data integrity, reporting consistency and governance standards are maintained.
• Automate reporting processes to improve speed, accuracy and decision-making capability.
• Support data-driven decision making across Contact Center and CX leadership.

Operational Governance, Risk Management & BCP Readiness

• Establish workforce governance frameworks, policies, procedures and planning standards.
• Ensure workforce management practices align with bank policies, regulatory requirements and operational control frameworks.
• Develop workforce-related risk assessments and mitigation plans.
• Design and maintain Business Continuity workforce plans across Karachi, Lahore and alternate recovery sites.
• Lead workforce readiness planning for crisis management and disaster recovery scenarios.
• Conduct workforce stress testing and capacity resilience assessments.
• Monitor workforce-related operational risks and proactively escalate emerging issues.
• Maintain workforce management documentation, SOPs and audit readiness.

Cost Management & Workforce Productivity Optimization

• Optimize staffing costs while maintaining agreed service and customer experience standards.
• Develop workforce business cases, staffing models and financial impact assessments.
• Monitor productivity, staffing efficiency, utilization and cost-per-contact metrics.
• Identify opportunities for cost avoidance through forecasting accuracy, automation and workforce optimization.
• Assess outsourcing versus insourcing opportunities and support workforce-related investment decisions.
• Drive improvement initiatives to reduce overtime, idle time and unproductive activities.