{"id":2867403,"url":"https://alion.io/job/mashreq-manager-workforce-management-cxcg","title":"Manager Workforce Management. CXCG","company":{"id":2167375,"name":"Mashreq","domain":"mashreq.com","url":"https://alion.io/company/mashreq-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":82,"open_postings":18,"ghost_share":0,"stale_share":0.722,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-10-29T05:49:05Z"}},"role":"HR","role_family":"HR","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pakistan"],"countries":["PK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-30T12:58:36Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-30T00:56:23Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":29},"description":"Workforce Strategy, Forecasting & Capacity Planning\n\nDevelop and own long-term, medium-term and short-term demand forecasts across voice, email, chat, social media, complaints and emerging digital channels.\nTranslate business strategy, growth projections, marketing campaigns, product launches and customer behavior trends into workforce demand plans.\nDesign and maintain forecasting methodologies, assumptions and scenario models to improve forecast accuracy.\nLead annual workforce planning cycles, budgeting exercises and headcount justification processes.\nConduct capacity gap analysis and recommend hiring, outsourcing, automation or multi-skilling interventions.\nDevelop contingency staffing models for seasonal peaks, regulatory events, service disruptions and unexpected volume surges.\nMonitor forecast variance and perform root-cause analysis to continuously improve planning accuracy.\nProvide strategic workforce insights to Contact Center leadership for decision-making and resource allocation.\nWorkforce Scheduling, Resource Optimization & Shrinkage Management\n\nDesign workforce schedules that balance customer service targets, employee wellbeing and operational efficiency.\nOptimize shift structures, break plans, leave allocation, training schedules and offline activities.\nDevelop and manage shrinkage models covering annual leave, absenteeism, training, meetings, coaching and system downtime.\nEnsure optimal staffing distribution across all service intervals and communication channels.\nDrive workforce utilization, occupancy and productivity improvements while maintaining employee Workforce Strategy, Forecasting & Capacity Planning\n\nDevelop and own long-term, medium-term and short-term demand forecasts across voice, email, chat, social media, complaints and emerging digital channels.\nTranslate business strategy, growth projections, marketing campaigns, product launches and customer behavior trends into workforce demand plans.\nDesign and maintain forecasting methodologies, assumptions and scenario models to improve forecast accuracy.\nLead annual workforce planning cycles, budgeting exercises and headcount justification processes.\nConduct capacity gap analysis and recommend hiring, outsourcing, automation or multi-skilling interventions.\nDevelop contingency staffing models for seasonal peaks, regulatory events, service disruptions and unexpected volume surges.\nMonitor forecast variance and perform root-cause analysis to continuously improve planning accuracy.\nProvide strategic workforce insights to Contact Center leadership for decision-making and resource allocation.\nWorkforce Scheduling, Resource Optimization & Shrinkage Management\n\nDesign workforce schedules that balance customer service targets, employee wellbeing and operational efficiency.\nOptimize shift structures, break plans, leave allocation, training schedules and offline activities.\nDevelop and manage shrinkage models covering annual leave, absenteeism, training, meetings, coaching and system downtime.\nEnsure optimal staffing distribution across all service intervals and communication \nengagement.\nImplement dynamic workforce allocation practices to maximize resource availability.\nContinuously evaluate schedule effectiveness and recommend enhancements based on operational performance.\nGovern schedule compliance and workforce planning policies across operational teams.\nReal-Time Workforce Management & Service Level Assurance\n\nLead intraday workforce management activities to ensure achievement of service level, response time and customer experience targets.\nMonitor real-time demand, staffing levels, queue performance, adherence, backlog and operational risks.\nDirect immediate corrective actions including resource reallocation, skill reassignment, overtime activation and queue management.\nEstablish workforce escalation protocols for service restoration during operational disruptions.\nManage workforce response during system outages, high-volume incidents and business continuity events.\nPartner with operations teams to minimize service degradation and customer impact.\nDrive adherence management and intraday performance governance across all teams.\nEnsure regulatory and service commitments are consistently achieved.\nWorkforce Analytics, MIS & Executive Reporting\n\nDevelop executive-level workforce dashboards, scorecards and performance reporting frameworks.\nAnalyze key workforce metrics including service level, occupancy, shrinkage, adherence, productivity, forecast accuracy and capacity utilization.\nIdentify performance trends, risks, opportunities and improvement initiatives through advanced analytics.\nProduce strategic workforce insights and recommendations for senior management.\nLead monthly, quarterly and annual workforce performance reviews.\nEnsure data integrity, reporting consistency and governance standards are maintained.\nAutomate reporting processes to improve speed, accuracy and decision-making capability.\nSupport data-driven decision making across Contact Center and CX leadership.\nOperational Governance, Risk Management & BCP Readiness\n\nEstablish workforce governance frameworks, policies, procedures and planning standards.\nEnsure workforce management practices align with bank policies, regulatory requirements and operational control frameworks.\nDevelop workforce-related risk assessments and mitigation plans.\nDesign and maintain Business Continuity workforce plans across Karachi, Lahore and alternate recovery sites.\nLead workforce readiness planning for crisis management and disaster recovery scenarios.\nConduct workforce stress testing and capacity resilience assessments.\nMonitor workforce-related operational risks and proactively escalate emerging issues.\nMaintain workforce management documentation, SOPs and audit readiness.\nCost Management & Workforce Productivity Optimization\n\nOptimize staffing costs while maintaining agreed service and customer experience standards.\nDevelop workforce business cases, staffing models and financial impact assessments.\nMonitor productivity, staffing efficiency, utilization and cost-per-contact metrics.\nIdentify opportunities for cost avoidance through forecasting accuracy, automation and workforce optimization.\nAssess outsourcing versus insourcing opportunities and support workforce-related investment decisions.\nDrive improvement initiatives to reduce overtime, idle time and unproductive activities.","description_format":"text","description_chars":6408,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commercial & Retail 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