Strategic Workforce & Forecasting Lead

Mashreq; Karachi Division; On-site; PKR 1,800,000 - 3,200,000; Full time

Job summary

Mashreq in Karachi seeks a seasoned professional to lead Workforce Strategy, Forecasting & Capacity Planning for its contact centers. You will own demand forecasts across voice, email, chat and social channels, translating marketing campaigns and product launches into staffing needs.

You will design forecasting models, monitor variance, and provide strategic workforce insights to senior leadership. The role emphasizes planning cycles, capacity analysis and contingency staffing across sites.

Qualifications

• Experience with large-scale workforce forecasting and capacity planning in contact centers.
• Strong analytical skills and experience with dashboards and performance metrics.
• Knowledge of workforce governance, risk management and business continuity.

Responsibilities

• Develop and own demand forecasts across voice, email, chat and social channels.
• Translate business strategy into workforce demand plans and scenarios.
• Lead annual planning cycles, budgeting and headcount justification.
• Design schedules balancing customer targets and employee wellbeing.
• Manage shrinkage, leave, training and downtime models.
• Oversee real-time WFM, intraday actions and service-level adherence.
• Develop executive-level workforce dashboards and reports.
• Ensure regulatory compliance and risk management in WFM practices.

Skills

Forecasting

Workforce planning

Capacity planning

Scheduling

Real-time management

Analytics

Executive reporting

Governance

Job description

Mashreq in Karachi seeks a seasoned professional to lead Workforce Strategy, Forecasting & Capacity Planning for its contact centers. You will own demand forecasts across voice, email, chat and social channels, translating marketing campaigns and product launches into staffing needs.

You will design forecasting models, monitor variance, and provide strategic workforce insights to senior leadership. The role emphasizes planning cycles, capacity analysis and contingency staffing across sites.