Lead Workforce Orchestrator: Forecasting & Scheduling

Mashreq NEO CORP; Karachi Division, Lahore; On-site; PKR 1,800,000 - 2,600,000; Full time

Job summary

Mashreq NEO CORP is seeking a senior professional to lead Workforce Strategy, Forecasting & Capacity Planning in Karachi. You will own long-, medium- and short-term demand forecasts across voice, email, chat, social media and complaints, translating business activity into staffing plans.

You will design forecasting methodologies, run scenario models, and lead annual planning cycles. The role also covers scheduling, real-time management, analytics, governance and risk readiness to sustain service

Responsibilities

• Lead forecast across voice, email, chat, social channels and capacity planning.
• Translate strategy and campaigns into workforce demand plans.
• Design forecasting methods, assumptions and scenario models.
• Lead annual workforce planning cycles, budgeting and headcount justification.
• Conduct capacity gap analyses; propose hiring, outsourcing or automation.
• Develop contingency staffing models for peaks, events and outages.
• Monitor forecast variance and perform root-cause analysis.
• Provide strategic workforce insights to Contact Center leadership.
• Design schedules balancing service targets and employee wellbeing.
• Optimize shift structures, leave, training and offline activities.
• Develop shrinkage models for annual leave, absenteeism, training and downtime.
• Ensure staffing distribution across all service intervals and channels.
• Drive real-time workforce management to meet service levels and escalate issues.
• Develop executive dashboards, MIS and performance reporting frameworks.
• Govern governance, risk management and BCP readiness.
• Drive cost management and productivity improvements across the workforce.

Job description

Mashreq NEO CORP is seeking a senior professional to lead Workforce Strategy, Forecasting & Capacity Planning in Karachi. You will own long-, medium- and short-term demand forecasts across voice, email, chat, social media and complaints, translating business activity into staffing plans.

You will design forecasting methodologies, run scenario models, and lead annual planning cycles. The role also covers scheduling, real-time management, analytics, governance and risk readiness to sustain service