Develop and implement workforce management strategies: Create and execute strategies to ensure optimal staffing levels based on projected call volumes, SLAs, and business requirements Also create staffing schedules that align with forecasted demand.Identify operational inefficiencies and bottlenecks in contact center processes. Collaborate with operations teams to develop and implement process improvement initiatives, enhancing productivity, efficiency, and customer experiences.Work closely with operations managers, supervisors, and other teams to align workforce planning efforts with business objectives, share insights, and drive cross-functional collaboration.