Senior Workforce Manager

The Senior Workforce Manager will be responsible for overseeing workforce planning, forecasting, scheduling, and real-time management to ensure optimal staffing levels that meet business requirements. The role involves collaborating with operations, client services, and leadership teams to deliver accurate workforce strategies, drive efficiency, and support business growth.

Key Responsibilities

Lead the workforce management function, including capacity planning, forecasting, scheduling, and intraday management.

Develop and implement workforce strategies aligned with business objectives and client requirements.

Partner with Operations and Client Services to provide insights and recommendations on staffing requirements, productivity, and performance metrics.

Monitor and analyze key workforce KPIs such as forecast accuracy, schedule adherence, shrinkage, and occupancy.

Oversee the preparation of staffing models, capacity plans, and resource allocation.

Manage a team of workforce professionals, providing guidance, training, and career development.

Ensure effective utilization of workforce management tools and technologies.

Generate reports and present workforce insights to leadership and clients.

Drive continuous improvements in workforce planning processes and practices.

Key Skills & Competencies

Strong experience in workforce management within BPO/outsourcing industry.

Expertise in WFM tools (e.g., Aspect, Verint, IEX, NICE).

Strong analytical, problem-solving, and forecasting skills.

Excellent stakeholder management and communication abilities.

Leadership experience with the ability to manage and develop teams.

Knowledge of contact center operations, performance metrics, and KPIs.