
Senior Manager
3 weeks ago
Key Responsibilities:
Strategic Workforce Planning:
- Develop and implement WFM strategies to optimize staffing, scheduling, and resource allocation.
- Forecast workforce demand based on historical data, business trends, and seasonal variations.
- Collaborate with leadership to align workforce strategies with business goals.
Real-Time & Capacity Management:
- Ensure real-time monitoring of operations, identifying and addressing deviations proactively.
- Optimize workforce utilization while maintaining service levels and operational efficiency.
- Manage capacity planning to support business growth and peak periods effectively.
Performance & Process Optimization:
- Drive automation and process improvements to enhance workforce productivity.
- Develop and monitor key WFM metrics such as shrinkage, occupancy, adherence, and efficiency.
- Ensure compliance with SLAs and improve turnaround time across operations.
Cross-functional Collaboration:
- Work closely with Operations, HR, and Finance teams to drive data-driven workforce decisions.
- Support talent acquisition and training teams in hiring and upskilling as per business needs.
- WFM professionals and foster a high-performance culture.
Key Requirements:
- 8+ years of experience in Workforce Management in a BPO, or Contact Center.
- Strong expertise in forecasting, scheduling, capacity planning, and real-time monitoring.
- Proficiency in WFM tools (e.g., Verint, IEX, NICE, Aspect, or similar).
- Advanced Excel, SQL, and data analytics skills for performance tracking.
- Excellent problem-solving, stakeholder management, and leadership abilities.
- Ability to adapt to a fast-paced and evolving business landscape.
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