Workforce Manager

Must Have Skills:

 

Service Level, Primary SLA commitment owned by WFM

Forecast Accuracy, Drives staffing, cost, and CX outcomes, Schedule Adherence, Critical for intraday control, Shrinkage Control

Monitor, Identify & Come Up with resolution

Influenced by multiple stakeholders

Occupancy / Utilization

Balanced against fatigue and attrition

Quarterly attrition and manage that hiring forecast

Strong Workforce Management (WFM) experience in an international contact process.

 

Good To Have Skills:

 

Good coordination and interpersonal skills along

Excellent command over English language since individual will need to speak with locals of different geography

 

Key Responsibilities:

Handle workforce management activities in an international contact center environment.

Work closely with operations teams, provide real-time and historical analysis, and drive operational performance.

Manage escalations related to service levels and real-time execution plans.

Generate performance reports, provide insights and recommendations based on performance trends.

Lead MI reporting activities and ensure reporting accuracy.

Drive staffing models, forecasting, budgeting, and workforce planning initiatives.

Develop dashboards, reports, and presentations for leadership teams.

Support quality tracking and operational improvement initiatives.

Experience in managing and mentoring WFM teams.

Excellent English communication skills (written and verbal).

Ability to work under pressure and manage multiple priorities.

Open to working in a 24x7 shift environment, weekends (business requirement), and from office.

 

Expertise in:

Service Level Management

Forecast Accuracy

Schedule Adherence

Shrinkage Control

Occupancy & Utilization Management

Hiring Forecast Planning

Strong reporting, analytical, and problem-solving skills.

 

Hands-on experience with:

IEX Tool

Erlang Modeling

MS Excel (Advanced)

Reporting Automation (Macros/AI)

 

Educational Qualification:

Full-time Education & Bachelor's/Graduate Degree.

 

Preferred Attributes:

 

Strong stakeholder management and interpersonal skills.

Leadership and critical thinking abilities.

Advanced understanding of business process analysis.

Excellent negotiation and time management skills.