Lead - Workforce Management/Customer Experience - BFSI

- Lead the CX Workforce Management team, ensure service level and efficiency parameters at CDC, GRD, Loan Centre and Social Media with adequate staffing to meet demand.

- Manage the CX WFM functions - CDC, Social Media, GRD and Retail Asset Branches accurate projected call volumes based on customer base/time of month publish rostering requirements based on projected call volumes identify resourcing shortages assist teams with RTA

 -Identify & highlight inefficiencies dues to shrinkages and occupancy - improve CDC efficiency

- Ensure adequate rostering to meet demand,

- Create forward looking view on work force requirements through historical patterns and analysis