Workforce Manager

5-7 Years

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Early Applicant

Job Description

Key Responsibilities

Manage all facets of workforce management, including forecasting, scheduling, and real-time adherence
Lead capacity planning, demand forecasting, and staffing optimization strategies
Monitor intraday performance and implement adjustments to meet SLAs and KPIs
Analyze historical data and trends to improve forecast accuracy and operational efficiency
Collaborate closely with Operations, HR, and Training teams for staffing alignment
Provide regular workforce performance reports and insights to leadership and clients
Manage WFM tools and ensure accuracy of data and reporting dashboards
Lead and mentor WFM team members (RTA, schedulers, planners)
Engage in client-facing discussions, providing insights and recommendations on workforce performance
Drive process improvements and efficiency initiatives across workforce operations

Qualifications

Bachelor's degree in Business, Statistics, Mathematics, or related field
5+ years of experience in Workforce Management in a BPO or shared services environment
Proven experience handling all facets of Workforce Management
Expertise in capacity planning, forecasting, scheduling, and real-time management
Strong people management experience
Client-facing experience with ability to present data-driven insights
Proficiency in WFM tools (e.g., Verint, NICE, Aspect, Genesys)
Advanced Excel and strong analytical skills