What you''ll be doingDevelop and maintain end-to-end resource planning cycles, ensuring accurate forecasting and planning aligned with operational needs.Leverage expertise in Workforce Engagement (WFE), including Workforce Management (WFM) - Real Time Analytics (RTA), Scheduling, Planning, and Workforce Optimization (WFO)Expert in various Forecasting Methods/Techniques - which will enable to attain accuracy standardsComplete accurate manpower planning models ensuring that the business has a comprehensive understanding of demand and supplyProvide recommendations for staffing changes, including hiring, overtime, and shift adjustments based on forecasted demanddrive informed decision-making and enhance service delivery across Diligenta''s client base, both existing and newEnhance business efficiency with predicted forecasting while improving customers'' experience.Ability to translate complex data insights into strategic workforce planning decisions.Maintaining strong relationships with stakeholders across a variety of accountsidentify trends, drive improvements, and support decision-making for workforce and customer journey management.Collaborate closely with operational teams to embed best practices in forecasting, scheduling, and performance management.Forecast the number of customer interactions (calls, complaints, Back Office tasks) to ensure proper staffing and resource allocation.What we''re looking forExpertise with WFE, WFM and WFO to safeguard the customer''s ..... full job details .....