HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

Key Responsibilities:

Scheduling and Forecasting:

• Develop and maintain employee schedules to ensure adequate staffing for all shifts, taking into account peak hours, shrinkage, and time-off requests.

• Utilize forecasting tools to predict workload volumes and staffing needs based on historical data and business trends.

Real-Time Workforce Management:

• Monitor real-time activity and adjust schedules to manage unexpected absences or workload fluctuations.

• Implement strategies to minimize downtime and ensure consistent coverage across all shifts.

Performance Monitoring:

• Analyze key workforce metrics such as adherence, occupancy, and utilization rates.

• Provide regular reports and insights to leadership to improve operational efficiency.

1. Process Optimization:

• Identify and recommend improvements in workforce management processes, tools, and systems.

• Collaborate with various departments to align workforce strategies with organizational goals.

Communication and Collaboration:

• Act as the primary point of contact for scheduling and workforce-related inquiries.

• Work closely with HR and team leads to manage time-off requests, shift swaps, and employee availability.

Compliance and Policy Adherence:

• Ensure scheduling practices comply with labor laws and organizational policies.

• Maintain accurate records of schedules, attendance, and adjustments.

AI Integration and Automation:

• Identify and implement AI-driven automation solutions to streamline workforce management processes, such as real-time schedule adjustments and adherence monitoring.

• Use AI analytics to identify patterns and trends, improving scheduling efficienct and resource allocation.

• Collaborate with IT and software vendors to customize AI tools for workforce management purposes.

End to End Project Implementation:

• Design and develop workforce management processes, tools, and systems from the ground up.

• Lead the end-to-end implementation of workforce management systems, ensuring alignment with organizational goals.

• Conduct needs assessments to identify gaps in current processes and recommend AI-based solutions to address them.

• Collaborate with stakeholders to define project requirements, timelines, and deliverables.

• Manage system setup, configuration, testing, and go-live activities, ensuring a smooth transition for all users.

Staff Scorecard Development:

• Create clear and measurable performance scorecards for staff that align with organizational objectives.

• Define KPIs such as adherence, productivity, quality, and customer satisfaction to evaluate staff performance.

• Collaborate with team leads and HR to ensure scorecards are relevant, achievable, and effectively communicated to employees.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field (or equivalent experience).

• 2+ years of experience in workforce management, scheduling, or a related role.

• Proficiency in workforce management tools, CRM such as Faveo, Zendesk, Tesseract, Xander

• Deep understanding of operational metrics and performance monitoring

Preferred Qualifications:

• Experience in a customer service or call center environment.

• Familiarity with forecasting and capacity planning methodologies.

• Certification in workforce management tools or related areas.

Work Environment:

• Remote working arrangements may be available depending on organizational policies.

• Flexible working hours is required to accommodate operational needs

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.