Workforce and Resources Planning Lead (Contact Center)

The role is to lead strategic workforce and resource planning across both the e-commerce operations and contact center environments. It ensures the business is equipped with the right staffing and resources to handle digital sales, customer inquiries, and fulfillment demands efficiently, especially during promotional campaigns and seasonal peaks. 

Key Responsibilities: 

• Lead the development and execution of comprehensive workforce and resource planning strategies. 
• Oversee forecasting models based on historical trends, marketing calendars, and real-time performance data. 
• Manage a team of RTM analysts to ensure accurate real-time monitoring, scheduling, and capacity planning. 
• Forecast workforce needs based on traffic, sales, and contact volume trends across both digital and voice/chat channels. 
• Analyze customer behavior and service level data to balance staffing between front-end sales support and aftersales service. 
• Develop capacity plans for peak periods (e.g., mega campaigns, Ramadan, Black Friday, back-to-school). 
• Collaborate with HR, logistics, and tech teams to ensure end-to-end alignment of workforce planning with operational campaigns. 
• Monitor key metrics like Average Handling Time (AHT), First Call Resolution (FCR), and abandoned cart rates to optimize planning. 
• Design flexible shift patterns and staffing models (full-time, part-time, freelance) to support contact center scalability. 
• Support digital service channels (live chat, WhatsApp, email, social media) with appropriate workforce forecasts. 
• Create real-time dashboards to track and adapt resource availability vs. demand surges. 
• Implement predictive models for absenteeism, turnover, and customer demand fluctuations. 
• Monitor and improve resource utilization, shrinkage control, and service level performance. 

Key Skills and Competencies: 

• Solid understanding of e-commerce platforms and customer experience workflows. 
• Proficiency in workforce management tools (e.g., Genesys, Verint, NICE, or similar) 
• Strong analytical skills with Excel, Power BI, or equivalent tools. 
• Familiarity with contact center KPIs and service level agreements (SLAs) 
• Experience in multi-channel planning (voice, chat, social, email) 
• Ability to interpret web analytics and customer service data for strategic planning. 
• Agile thinking and real-time problem-solving under pressure.