Lead and manage a team of Workforce Analysts and/or Leaders, ensuring end-to-end service delivery across multiple campaigns or agent teams.
Conduct regular performance feedback sessions with team members (monthly) to ensure alignment with goals.
Establish key performance indicators (KPIs) and monitor compliance, performance, and risk, communicating results to the team.
Analyze workforce data, develop action plans, and resolve service delivery or service level issues.
Provide client-facing support and actively participate in business reviews.
Use workforce management tools and mathematical models...