Senior Manager-WFM

-Role & responsibilities

• Strategic Workforce Planning: Develop and implement long-term and short-term workforce planning strategies to optimize staffing levels and operational efficiency.
• Forecasting & Capacity Planning: Oversee demand forecasting, staffing models, and capacity planning to ensure alignment with business goals.
• Scheduling & Optimization: Manage scheduling processes, ensuring efficient workforce allocation while adhering to compliance and labor laws.
• Real-Time Management & Performance Monitoring: Lead real-time monitoring efforts to optimize productivity, service levels, and workforce adherence.
• Data Analytics & Reporting: Utilize data-driven insights to make informed decisions and provide regular reports to leadership on key workforce metrics.
• Process Improvement & Automation: Drive continuous improvement initiatives and leverage automation to enhance workforce management capabilities.
• Technology & Innovation: Evaluate and implement new WFM tools, technologies, and best practices to enhance workforce efficiency.
  

Preferred candidate profile

• Bachelor's degree in Business Administration, Operations Management, Statistics, or a related field (Masters degree preferred).
• Expertise in WFM tools such as Verint, NICE, Aspect, or equivalent
• Strong analytical, problem-solving, and decision-making skills.
• Excellent leadership, communication, and stakeholder management abilities.
• Experience in a BPO/contact center environment is preferred.
• Ability to drive process improvements and implement best practices in WFM.

Preferred Skills:

*Advanced knowledge of Microsoft Excel, SQL, and data visualization tools.

*Experience with AI-driven workforce optimization and automation.

*Strong understanding of key WFM metrics, including SLA, shrinkage, occupancy, and utilization.

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