Sr. Manager

6 days ago

Mumbai Pune, India Crafle Consulting Mumbai Full time ₹ 93,750 - ₹ 1,80,000 per year

Job Description - Sr. Manager (Workforce Management)

We are hiring a highly experienced Senior Manager - Workforce Management (WFM) for one of our MNC clients. This strategic leadership role requires proven expertise in international BPO operations, with strong hands-on experience in forecasting, scheduling, intraday management, reporting, and billing & invoicing. The ideal candidate will drive end-to-end WFM processes, align strategies with business goals and client expectations, and ensure operational excellence. Immediate joiners are preferred.

Key Responsibilities

  • Define and execute departmental plans aligned with WFM strategy and client requirements.
  • Oversee the complete WFM cycle - forecasting, scheduling, intraday management, and reporting - ensuring accuracy and efficiency.
  • Monitor key WFM metrics, analyze trends, and recommend improvements to optimize performance.
  • Act as the primary point of contact for senior leadership and clients, offering insights for WFM-driven decision-making.
  • Handle escalations, resolve complex challenges, and support critical decision-making processes.
  • Standardize and streamline WFM processes, tools, and best practices across regions and programs.
  • Lead implementation of new technologies, policies, and methodologies to drive innovation in WFM.
  • Collaborate with cross-functional teams (Operations, IT, Finance, HR) for seamless integration of WFM processes.
  • Support strategic planning, budgeting, and resource allocation to ensure scalability and efficiency.
  • Lead, mentor, and develop a team of WFM managers to build strong leadership capability.
  • Ensure accurate billing & invoicing processes in alignment with organizational requirements.

Candidate Profile

  • Experience: Minimum years of experience in Workforce Management within international BPOs.
  • Strong expertise in WFM tools, analytics, and reporting frameworks.
  • Proven ability to lead large teams, manage stakeholders, and handle client interactions at senior levels.
  • Experience in billing and invoicing is mandatory.
  • Strong problem-solving, analytical, and decision-making skills.
  • Flexibility to work in shifts.

Interested profiles may apply now if you are an experienced WFM professional from an international BPO background and looking for a leadership opportunity with a global MNC.

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