Senior Manager Workforce Management Kolkata, India

Senior Manager (WFM)

About the Role

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.
  

Job Requirement Senior Manager (WFM)

Qualifications & Requirements

• Bachelors degree in Business Administration, Operations Management, Statistics, or a related field (Masters degree preferred).
• 8 to 13 years of relevant experience in workforce management.
• Expertise in WFM tools such as Verint, NICE, Aspect, or equivalent.
• Strong analytical, problem-solving, and decision-making skills.
• Proven leadership, communication, and stakeholder management capabilities.
• Experience in a BPO/contact center environment is preferred.
• Ability to drive process improvements and apply WFM best practices.
  

Preferred Skills

• Advanced proficiency in Microsoft Excel, SQL, and data visualization platforms.
• Familiarity with AI-driven workforce automation and optimization.
• In-depth understanding of core WFM metrics such as SLA, shrinkage, occupancy, and utilization.
  

Why Join Fusion CX?

• Lead strategic workforce initiatives at one of the most trusted CX providers globally.
• Work in a people-first, performance-driven culture that values innovation and accountability.
• Gain exposure to enterprise WFM systems and intelligent automation tools.
• Be part of a team where your leadership shapes success across geographies and verticals.