GM / AVP — Workforce Management & Analytics

Role purpose

To own forecasting, capacity planning, scheduling and real-time management across all ICCS sites, and to modernise MIS and reporting through automation and AI. This role is a direct margin lever: shrinkage, occupancy and seat utilisation are where contact centre profitability is won or lost.

Key responsibilities

• Own volume forecasting and capacity planning across all clients and sites.

• Own scheduling, roster optimisation, intraday management and real-time adherence.

• Drive shrinkage, occupancy and utilisation to target; publish variance analysis against plan.

• Own seat utilisation across the delivery footprint and identify consolidation opportunities.

• Rebuild MIS and client reporting on automated dashboards, reducing manual report preparation.

• Deploy AI and automation for reporting, anomaly detection and forecast accuracy improvement.

• Support new client solutioning with staffing models and cost-to-serve assumptions.

• Lead the WFM and MIS team across locations.

Must have

• Has owned forecasting and capacity planning — not MIS reporting alone — in a multi-site BPO.

• Strong command of WFM fundamentals: Erlang-based sizing, shrinkage modelling, occupancy, adherence and intraday management.

• Demonstrable improvement in a stated WFM metric that they personally drove.

• Hands-on with WFM tooling and with BI or dashboarding platforms.

• Strong data analytics capability — able to work with large operational datasets directly.

Preferred

• Experience automating reporting through scripting, low-code platforms or AI tooling.

• Exposure to outcome-based or transaction-priced commercial models and their staffing implication

• Candidates who cannot explain how they arrived at a staffing number.