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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
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...