Manager Workforce Management

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions that reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands, with a presence in the US, UK, Philippines, India, Australia, South Africa, and Mexico. Our Rightshore delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Position Details:

Job Title: Manager – Workforce Management

Job Type: Full Time

Grade: E2

Function/Department: Workforce Management

Reporting To: Associate Director

Role Description

The Workforce Management Manager is responsible for implementing and overseeing workforce management systems and processes to enhance operational efficiency, productivity, and profitability.

Roles & Responsibilities

• Ensure the implementation of staffing and scheduling practices that support employee satisfaction and resource optimization.
• Manage customer call volume forecasting, tracking, and planning across the enterprise-wide group of call centers.
• Create and modify staff schedules and provide call allocation forecasts for the Call Center Control team.
• Utilize available reporting tools effectively to monitor metrics related to workforce productivity, incident logging and tracking, and call volume trends.
• Identify opportunities to improve staff balancing and overall operational performance.
• Assist in identifying client requirements and aligning them with process enhancements.
• Ensure schedules generated by Workforce Analysts align with service objectives and optimize resource utilization.
• Oversee the client call-routing network/infrastructure, coordinate the centralized systems analysis team, and monitor performance across the organization's enterprise-wide group of call centers.
• Identify, develop, and implement processes and procedures that support the client's business strategy and maximize customer experience.
• Monitor team performance and enhance operational efficiency on a daily basis.
• Manage the day-to-day activities of direct reports, including their development and growth within the function.

Expected / Key Results

• Increase revenue and develop strategies to reduce costs.
• Ensure zero login leakage.
• Ensure adherence to key SLAs.
• Maintain compliance with Workforce Management Key Performance Indicators (KPIs), including contractual and internal metrics.
• Ensure adherence to planned versus actual capacity.
• Deploy automation and technical projects to improve efficiency.
• Increase productivity.
• Ensure the availability and maintenance of Standard Operating Procedures (SOPs).
• Foster and maintain strong client relationships.
• Build sustainable relationships with internal stakeholders.
• Drive people engagement and development, including retention, career development, and succession planning for the function/team.

Preferred Educational Qualifications

• MBA from a reputed college.

Preferred Work Experience

• Relevant years of Workforce Management experience in the BPO industry.
• Proven experience as a people manager with strong people-management skills.
• Experience in managing stakeholders and vendors.

Competencies & Skills

• Effective communication skills with senior management, cross-functional teams, and external stakeholders.
• Strong data analysis skills to support data-driven decision-making and optimize workforce operations.
• Ability to strategically plan workforce requirements, including demand forecasting, staff scheduling, and resource allocation.
• Proficiency in utilizing Workforce Management software and tools to improve scheduling, forecasting, and real-time management.
• Ability to effectively manage workforce changes, transitions, and technology implementations.
• Strong ability to foster partnerships with internal and external stakeholders.
• Collaborative and consultative approach when interacting with stakeholders.
• Effective leadership and ability to provide guidance to Workforce Management teams, including goal setting and performance management.
• Ability to identify and implement process improvements in scheduling, forecasting, and real-time management.
• Strong understanding of the organization's industry, market, and competitive landscape to support informed Workforce Management decisions.