Workforce Manager

Job description:

We are seeking a seasoned Senior Workforce Manager to optimize our high-volume, fast-paced IT support environment through advanced pattern analysis and forecasting. This role focuses on identifying and analyzing predictable volume patterns to deliver precise staffing and scheduling recommendations. The ideal candidate will excel at translating complex data patterns into actionable workforce strategies that maximize operational efficiency during peak and valley periods. The ability to move quickly with a high degree of accuracy is critical to our success

Key Responsibilities:
Workforce Management & Operations
● Design and implement workforce scheduling models that adapt to predictable ticket volumes and escalation

patterns, but also quickly identify and adapt to exceptions to those patterns

● Develop real-time monitoring dashboards to track productivity, queue depths, and service level performance

● Create staffing matrices that account for skill sets, shift patterns, time zones, and seasonal demand variances

● Establish clear escalation protocols and resource allocation strategies during high-volume incidents

● Partner with leadership to balance service quality targets with operational costs and employee satisfaction

• Analytics & Performance Optimization
• Strategic Project Impact Analysis
• Regional Investment & Coverage Optimization
• Scheduling Optimization & Recommendations

͏Required Qualifications:

Experience & Background
● 7+ years of workforce management experience in high-volume operations environments (contact centers, IT

support, or similar)

● 5+ years of hands-on experience with operational analytics, forecasting, and capacity planning

● Proven track record of analyzing workforce impacts from changes in the operational environment

● Experience with regional workforce planning, cost analysis, and geographic optimization strategies

● Strong background in statistical analysis, data modeling, and business intelligence tools

● Experience with IT service management frameworks and ticketing systems

● Previous experience in 24/7 global operations with distributed teams across multiple regions

͏Technical Skills:

● Advanced proficiency in workforce management platforms (Verint, NICE, Aspect, etc)

● Expert-level skills in Excel, SQL

● Experience with BI tools (Tableau, Power BI, Qlik) and dashboard development

● Understanding of telephony systems, ACD reporting, and real-time monitoring tool

Success Metrics:
● Continually improve forecast accuracy for staffing requirements and strategic project impact assessments

● Reduce operational costs while maintaining or improving service level agreements

● Achieve cost optimization targets through data-driven regional investment recommendations

● Use predictive capabilities to prevent service disruptions and escalations before they impact client

Outcome Orientation & Communication
● Demonstrated ability to present complex analytical findings and recommendations to operational leadership

● Strong communication skills for translating analysis into clear, actionable scheduling and staffing guidance

● Proven success in implementing data-driven workforce optimization initiatives

● Experience working collaboratively with operations teams to validate and refine analytical models

Experience: 5-8 Years .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.