Workforce Management Lead

About the role

The Workforce Management Lead applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance).

Responsibilities

• Own end-to-end forecasting and workforce capacity planning for an assigned business unit.
• Develop and maintain short-term and long-range forecasts aligned with operational and financial plans.
• Ensure alignment across demand forecasts, staffing strategies, and financial targets.
• Define and continuously improve forecasting methodologies, assumptions, and governance.
• Design and implement advanced forecasting models using modern analytical tools and techniques.
• Leverage Python and ETL tools to build, automate, and scale data pipelines and forecasting processes.
• Utilize Power BI, Tableau, or similar platforms to deliver actionable, executive-ready insights.
• Evaluate and introduce new tools, technologies, and analytics capabilities to modernize workforce planning.
• Monitor forecast accuracy, bias, and capacity plan feasibility; proactively mitigate risk.
• Lead performance reviews and present insights to senior and executive leadership.
• Translate complex data into clear recommendations that drive operational and financial outcomes.
• Maintain strong documentation, controls, and performance tracking standards.
• Manage a team of 2–3 Analyst/Senior Analysts.
• Set clear expectations for analytical rigor, quality, and accountability.
• Provide mentorship to enhance technical and business acumen across the team.
• Foster a culture of continuous improvement and innovation.
• Be a strategic partner to Operations and Finance leadership.
• Influence decision-making by framing trade-offs, risks, and opportunities.
• Ensure workforce strategies support broader business objectives and service commitments.

Qualifications

• 8 or more years of experience in workforce planning, forecasting, analytics, or related discipline.
• Proven experience building and owning forecasting models in complex environments.
• Strong hands-on proficiency in: Python (data analysis, modeling, automation) and Data visualization tools (Power BI, Tableau, or similar).
• Experience with ETL processes and data pipeline development.
• Demonstrated experience leading a small team.
• Strong communication skills with experience presenting to senior leadership.

Preferred Qualifications

• Bachelor’s degree in Analytics, Data Science, Business, Finance, or related field.
• Experience in healthcare, pharmacy, or contact center operations.
• Familiarity with workforce management systems (e.g., NICE, Aspect, Verint, etc.).
• Experience with cloud data platforms or modern analytics ecosystems (e.g., Azure, Snowflake).
• Background in statistical modeling, machine learning, or advanced forecasting techniques.