About the Role This senior individual contributor role owns forecasting, scheduling, quality assurance, and performance analytics for multiple lines of business. You'll be the subject matter expert on workforce tools like Verint and Amazon Connect Scheduler , guiding decisions that improve efficiency, service quality, and customer satisfaction. Key Responsibilities Workforce Planning & Strategy Develop and manage forecasting models aligned with business trends and seasonality. Optimize scheduling logic and shift strategies using workforce tools. Lead capacity planning, scenario modeling, and headcount alignment. Continuously improve forecasting accuracy and utilization. Quality Assurance Create and refine QA processes, scoring guidelines, and calibration standards. Analyze quality metrics, identify root causes, and drive improvement initiatives. Partner with training and operations to improve agent performance. Reporting & Analytics Build dashboards consolidating workforce, quality, and SLA metrics. Translate complex data into clear, actionable insights. Automate reporting and streamline data flows using Excel, Power BI, or Tableau. Must-Have Qualifications 5-8 years' experience in workforce management, quality assurance, or operations analytics . Expertise in Verint , Amazon Connect Scheduler , or similar platforms. Advanced Excel skills; working knowledge of Power BI or Tableau . Proven track record in performance optimization and data storytelling . Ability to influence without direct authority in a matrix environment. Good-to-Have Experience in global service operations. Familiarity with service desk and contact center metrics. Lean, Six Sigma, or similar continuous improvement background. Show more Show less