Duties will include but not be limited to:Workforce Management:Develop and implement workforce planning strategies to ensure the right number of staff with the necessary skills are available to meet customer demand Capacity Planning:Collaborate with sales, project management, marketing, and customer support teams to understand upcoming projects, promotions, and anticipated increases in customer interactions and allocate resources accordingly Scheduling and Allocation: Develop and manage employee schedules to optimize coverage during peak demand periods while maintaining cost efficiency Performance Analysis:Monitor and analyse key performance indicators (KPIs) related to resource planning, such as service levels, response times, and customer satisfaction Collaboration:Work closely with the Operations and Project Delivery Directors, and HR to identify gaps and assist in the hiring process Continuous Improvement:Implement and refine resource planning processes to adapt to changing business needs and industry trends Technology Utilization:Leverage workforce management tools and software to automate processes, enhance forecasting accuracy, and streamline scheduling Risk Management:Identify potential risks and challenges related to resource planning and propose mitigation strategiesRequirements:Bachelor's degree in business administration, finance, operations management, or a related field7+ years of experience in resource planning, capacity planning, or project management, preferably in a dynamic and fast-paced service desk environmentExperience with managing a distributed global teamIT / software industry experience requiredExperience / knowledge of DevOpsA working knowledge of WFM platforms, ideally CalabrioAn understanding of different CC, UC and/or network technologiesPassion for customer and employee experienceSelf-motivated team player with excellent interpersonal skills