Senior Manager – Workforce Management

5 days ago

Gurgaon, Haryana, India TP Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Roles & Responsibilities

  • Lead end-to-end WFM strategy across multiple business units, ensuring alignment with organizational objectives and client SLAs.
  • Govern forecasting, capacity planning, and scheduling practices, ensuring accuracy, scalability, and consistency across teams.
  • Partner with senior leadership, Finance, and HR to align workforce strategies with budgets, hiring plans, and long-term business goals.
  • Drive automation, digital transformation, and advanced analytics adoption in WFM tools and processes.
  • Oversee performance governance by tracking enterprise-level KPIs (shrinkage, occupancy, efficiency, adherence, SLA) and providing executive insights.
  • Anticipate business growth needs and design workforce strategies that enable scalability across geographies, functions, and channels.
  • Mentor and develop WFM managers and analysts, building a strong talent pipeline for the function.
  • Lead governance reviews with clients and internal stakeholders, presenting workforce insights, risks, and mitigation strategies.
  • Collaborate with Operations to balance service levels, cost, and employee engagement.
  • Ensure compliance with labor laws, client policies, and organizational standards across all workforce practices.
  • Drive continuous improvement initiatives, including scenario modeling, predictive analytics, and advanced scheduling practices.

Skills Required

  • 18+ years in contact center environments; 10+ years in WFM leadership.
  • Strong command of WFM platforms (Verint, IEX, Genesys, NICE, Avaya) and advanced forecasting methodologies.
  • Expertise in strategic planning, budget alignment, and enterprise-level capacity governance.
  • Proficiency in Microsoft Excel and forecasting methodologies.
  • Excellent stakeholder engagement, client-facing, and executive communication skills.
  • Deep understanding of contact center metrics and financial impact.
  • Proven leadership in building and scaling high-performing WFM teams.

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