We are seeking a strategic and data-driven Workforce & Quality Expert to lead the design, optimization, and continuous improvement of our forecasting, scheduling, quality, and reporting functions for service desk and contact center operations. This role is a key contributor to operational performance, bringing deep expertise in workforce tools such as Verint, Amazon Connect Scheduler, or similar platforms, and delivering insights that drive efficiency, quality, and service excellence.

This is a senior individual contributor role, working closely with operational leaders, client stakeholders, and cross-functional teams.

Key Responsibilities

Workforce Strategy & Planning

• Design and manage forecasting models to align staffing with historical trends, business volume, and seasonal changes.
• Optimize shift strategies and scheduling logic using Verint, Amazon Connect Scheduler, or equivalent platforms.
• Lead capacity planning initiatives, scenario modeling, and headcount alignment across multiple lines of business.
• Recommend and implement improvements in planning processes, forecasting accuracy, and utilization optimization.

Quality Framework Development

• Define and enhance quality assurance processes, including evaluation templates, scoring guidelines, and calibration standards.
• Analyze quality trends and correlate with operational KPIs to identify root causes and improvement opportunities.
• Work with training and operations to drive agent performance and support coaching strategies.

Reporting & Performance Analytics

• Build and maintain performance dashboards that consolidate workforce, quality, and SLA data.
• Translate complex data into actionable insights for business reviews and operational decision-making.
• Lead efforts to automate reporting and streamline data flows using tools like Excel, Power BI, or Tableau.
• Ensure reporting is aligned with contract metrics, internal benchmarks, and executive priorities.

Collaboration & Influence

• Serve as a subject matter expert and advisor to operational leaders on workforce and quality best practices.
• Collaborate with cross-functional teams (training, operations, client management) to align execution with strategy.
• Present findings, trends, and recommendations in internal and client-facing forums.