Lead forecasting, capacity planning, and headcount planning to meet demand and service goals.
Oversee schedule design, shift planning, and shrinkage management to ensure coverage.
Manage real-time/intraday operations (monitoring queues, adherence, and taking actions to protect SLAs).
Drive service level, productivity, and cost efficiency through data-driven recommendations.
Build and maintain WFM reporting, dashboards, and KPI performance tracking (e.g., SLA, AHT, occupancy, adherence).
Partner with Operations, QA, Training, HR, Finance, and clients on staffing needs and performance plans.
Lead root-cause analysis for performance gaps and implement corrective action plans.
Ensure WFM processes, controls, and governance are followed and continuously improved.
Support/lead WFM tools and systems enhancements (WFM platform, reporting automation, planning models).
People management: coach, develop, and performance-manage WFM analysts/planners/RTAs.

Candidate must possess at least a Bachelor’s/College Degree** 6 years minimum experience in Workforce Management Leadership role** Excellent skills in forecasting, scheduling and real-time time management a must** Strong organizational skills to ensure critical timelines are met** Accuracy and attention to details a must in this role** Familiarity with multi-site or global workforce planning** Strong presentation skills** Detail oriented with ability to deliver project deliverables with little supervision** Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels** Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized** Demonstrate analytical, organizational, problem solving and creative thinking skills** Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems** Flexible and willing to work in shift schedules and during weekends**

Senior Manager

Key skills