- Own the analytics and reporting engine for PCC Operations, ensuring visibility into performance, staffing, and efficiency metrics.
- Track and interpret KPIs, including variable costs, workforce utilization, QA adherence, and staffing efficiency.
- Develop and maintain dashboards and reporting frameworks.
- Lead workforce planning and forecasting for PCC operations across four communication channels and five key lines of business.
- Implement workforce management best practices for forecasting, scheduling, adherence, and intraday management.
- Partner with Finance and BizOps to track operational performance against budget and inform future budget cycles.
- Leverage WFM platforms such as Genesys and ServiceNow to enhance forecast accuracy and reporting automation.
- Collaborate with Ops Excellence, Quality & Training, and Product to embed insights into workflows and strategic planning.
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