The Workforce Optimization, Analytics & Insights Associate Director is responsible for defining the GSC’s operational structure, workforce sizing and staffing plans, ensuring that resource allocation aligns with operational needs for business growth. Reporting to the GSC lead, the Associate Director is in charge of the development of data insights, operational governance, and talent retention strategies to drive long-term operational success. This role also leads the automation of workforce reporting, data science initiatives, and real-time analytics to optimize decision-making and workforce planning.
- Workforce Planning & Structuring
– Define team structures, leadership roles and workforce allocation within the GSC
– Develop and execute robust staffing models, including workforce ramp-up plans and long-term hiring forecasts
– Develop career pathways and internal mobility frameworks to support staff progression and retention
- Capacity Planning, Demand Forecasting and Schedule Optimization
– Oversee resource planning cycle by collaborating with Financial, Operational and key leadership stakeholders
– Direct advanced demand forecasting and scenario planning initiatives to accurately anticipate guest and partner support needs
– Ensure optimized scheduling to balance workforce efficiency, service level agreements (SLAs) and business cost-effectiveness
- Analytics & Insights
– Develop/maintain workforce analytics, real-time dashboards & automated reports to track performance & support data-driven decisions
– Monitor workforce KPIs and recommend staffing adjustments for efficiency
– Champion integrated workforce planning insights, fostering cross-functional collaboration and continuous process optimization
Requirements
- Education:
– Bachelor’s or Master’s degree in Business Analytics, Data Science, Operations Management or a related field
- Experience:
– 12+ years in workforce planning, data analytics, or performance optimization, preferably in customer service/contact center environment
- Technical Skills:
– Proficiency in data visualization tools (e.g., Power BI, Tableau), workforce management software and predictive analytics
- Soft Skills:
– Strong problem-solving abilities, stakeholder management skills, and expertise in translating complex data into actionable insights
