Responsibilities

• Lead and manage end-to-end headcount planning processes, ensuring alignment between workforce capacity and business volume.
• Conduct cost analysis, budgeting, and workforce financial forecasting to support decision-making at senior management levels.
• Develop and maintain workforce models and dashboards to track productivity, utilization, and efficiency metrics.
• Collaborate with relevant teams from business to forecast staffing needs and optimize workforce allocation.
• Establish and maintain strong stakeholder and vendor relationships, proactively resolving issues and negotiating terms to maximize service efficiency and cost optimization.
• Drive continuous improvement initiatives focused on cost efficiency, workforce productivity, and operational excellence.
• Provide leadership and performance management to customer service teams, ensuring high levels of engagement, accountability, and alignme...