Manager

• Optimize allocation and utilization of support engineers within a global contact center support organization.
• Develop and implement strategies for effective resource planning, forecasting, and allocation across multiple contact center work streams, geographies and product focused teams.
• Partner closely with Finance to align resource plans with financial forecasts and budgets.
• Collaborate with program managers and department heads to understand resource requirements and project timelines.
• Serve as the owner of the organization’s workforce management system: configure, maintain, drive adoption, and provide training and documentation.
• Drive continuous improvement of tool functionality, workflows, and reporting to meet evolving business needs.
• Develop and maintain resource tracking systems and dashboards; generate reports on utilization, availability, and forecasting.
• Analyze data to identify trends, bottlenecks, and areas for improvement; implement process improvements and best practices.
• Serve as primary point of contact for resource-related inquiries and communicate resource decisions and strategies to stakeholders.
• Ensure SLAs are met and align individual capabilities with organizational objectives to improve efficiency, productivity, and employee satisfaction.

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