Workforce Manager

5-10 Years

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Early Applicant

Job Description

Key Responsibilities

Lead workforce management (WFM) functions including forecasting, scheduling, and real-time analysis
Develop short- and long-term staffing plans based on historical data, trends, and business requirements
Monitor intraday performance and implement real-time adjustments to meet service levels and KPIs
Analyze workforce data to identify trends, risks, and opportunities for improvement
Collaborate with Operations, HR, and Finance teams on hiring plans, budgeting, and resource allocation
Ensure adherence to schedules, attendance policies, and productivity standards
Manage WFM tools and systems (e.g., NICE IEX, Verint, Aspect, or similar)
Prepare and present reports on staffing performance, forecast accuracy, and operational efficiency
Lead, coach, and develop WFM team members (RTA, schedulers, planners)
Drive continuous improvement initiatives in workforce processes and tools

Qualifications

Bachelor's degree in Business Administration, Statistics, or related field
5–8+ years of experience in Workforce Management in a BPO or contact center environment
At least 2–3 years in a leadership role
Strong knowledge of forecasting, scheduling, and capacity planning methodologies
Experience using WFM tools such as NICE IEX, Verint, or similar platforms
Advanced skills in Excel and data analysis
Strong leadership, communication, and stakeholder management skills