Manage end-to-end workforce planning for contact centers, including demand forecasting, capacity planning, scheduling, staffing optimization, intraday adjustments, and service-level performance. Lead the offshore WFM partner, validate forecasts, manage vendor performance, provide operational reporting, identify staffing risks, and drive continuous improvement. Support acquisitions and integrations while maintaining compliance with GDPR, information security, health and safety, and ISO 27001 requirements.

Leads the Passenger Experience team and oversees end-to-end complaints handling, including complex investigations, escalations, fair resolutions, quality reviews, reporting, and trend analysis. The role drives process improvements, system optimization, passenger journey enhancements, and collaboration with operational teams. It also includes coaching team members, supporting recruitment and onboarding, monitoring performance, and providing senior stakeholders with recommendations based on passenger insights.