Manager – Workforce Management

Qualifications:

• Bachelor’s degree or equivalent commensurate work experience required.

• 12–14+ years of experience in Workforce Management, including 8–10 years in a leadership/management role with demonstrated capability to lead, mentor, develop, and retain talent.

• Hands-on experience with Workforce Management tools such as NICE, Verint, Aspect, Genesys, or other industry-standard WFM platforms.

• Hands-on experience with telephony systems such as Avaya, Cisco, Amazon Connect, Five9, and other leading contact center technologies in the market.

• Strong understanding of contact center operations, systems, and end-to-end call center environments.

• Proven analytical experience with the ability to interpret complex operational data and translate it into actionable insights.

• Strong understanding of workforce scheduling, forecasting, and workforce model development.

• Preferable experience in forecasting tools and statistical modelling using R, R Studio, and Python.

• Experience in designing, implementing, and supporting contact center and back-office reporting and analytics solutions.

• Exposure to automation tools and techniques (e.g., workflow automation, macros, scripting, or process automation using platforms such as Power Automate or similar).

• Advanced proficiency in Excel along with working knowledge of Power BI, Tableau, Power Apps, and coding/scripting for reporting, analytics, and automation.

• Demonstrated ability to think strategically, develop plans aligned with business and corporate objectives, and execute effectively.

• Results-oriented mindset with the ability to influence, motivate, and drive teams toward achieving business goals.

Responsibilities:

• Lead end-to-end resource planning and staffing augmentation across contact center operations to ensure alignment with business demand and service requirements.

• Drive capacity planning by assessing staffing gaps, optimizing resource allocation, and ensuring effective utilization of available workforce.

• Collaborate with Operations and Business stakeholders to translate workforce requirements into actionable staffing plans that support service levels and cost efficiency.

• Oversee the design, development, and execution of workforce schedules across multiple lines of business, ensuring alignment with operational requirements.

• Optimize shift design and staffing allocation to meet service level targets while improving overall resource efficiency.

• Manage scheduling exceptions, including shift swaps and coverage gaps, to ensure uninterrupted operational continuity.

• Monitor real-time performance, service levels, and staffing adherence to ensure operational stability.

• Drive intraday actions such as reallocation of resources, reforecasting, and escalation management to address demand fluctuations.

• Ensure timely response to volume spikes, outages, and operational disruptions to maintain service continuity.

• Enable proactive decision-making to sustain consistent service delivery performance.

• Lead RCA for service level misses, staffing gaps, operational inefficiencies, identifying key trends, patterns, and root drivers impacting workforce performance.

• Develop and implement corrective and preventive actions, driving continuous improvement across workforce processes, tools, and governance frameworks.

• Conduct cost-benefit analysis for workforce decisions, including staffing models, overtime, and capacity adjustments, ensuring optimal resource utilization.

• Ensure adherence to workforce policies, planning standards, and operational guidelines while maintaining audit-ready documentation across all WFM processes.

• Drive standardization and implementation of best practices to strengthen governance and consistency in workforce management operations.

• Lead and develop the Workforce Management team by building capabilities, ensuring performance excellence, and strengthening overall team effectiveness.

• Foster a culture of accountability, ownership, and data-driven decision-making through continuous coaching, mentoring, and performance management.