Lead, Workforce Planning, Forecasting & Scheduling

Mashreq Bank PSC; Pakistan; On-site; PKR 1,500,000 - 2,100,000; Full time

Job summary

Mashreq Bank PSC in Pakistan seeks an experienced Workforce Planning professional to lead forecasting and capacity planning across voice, email, chat, social media and emerging digital channels. You will translate business strategy, growth projections and campaigns into actionable staffing demands.

Responsibilities include designing forecasting methods and scenario models, leading annual planning cycles, conducting capacity gap analysis, and developing contingency staffing.

Responsibilities

• Develop and own long-term, medium-term and short-term demand forecasts across voice, email, chat, social media and emerging digital channels.
• Translate business strategy, growth projections, marketing campaigns, product launches and customer behavior trends into workforce demand plans.
• Design and maintain forecasting methodologies, assumptions and scenario models to improve forecast accuracy.
• Lead annual workforce planning cycles, budgeting exercises and headcount justification processes.
• Conduct capacity gap analysis and recommend hiring, outsourcing, automation or multi-skilling interventions.
• Develop contingency staffing models for seasonal peaks, regulatory events, service disruptions and unexpected volume surges.
• Monitor forecast variance and perform root-cause analysis to continuously improve planning accuracy.
• Provide strategic workforce insights to Contact Center leadership for decision-making and resource allocation.

Job description

Mashreq Bank PSC in Pakistan seeks an experienced Workforce Planning professional to lead forecasting and capacity planning across voice, email, chat, social media and emerging digital channels. You will translate business strategy, growth projections and campaigns into actionable staffing demands.

Responsibilities include designing forecasting methods and scenario models, leading annual planning cycles, conducting capacity gap analysis, and developing contingency staffing.