Workforce Management (WFM) Manager

Key Responsibilities:

• Global Forecasting & Planning
• Develop and manage short- and long-term forecasts across global regions based on historical data, trends, and business projections.
• Collaborate with regional leaders to incorporate localized factors and initiatives into forecasting.
• Design and implement scalable WFM strategies for 24x7 global support operations across voice, email, chat, and social channels.
• Drive workforce efficiency through strategic planning, real-time staffing adjustments, and workload balancing across sites.
• Develop country-specific and centralized schedules while adhering to labor laws, time zones, language requirements, and holiday calendars.
• Ensure flexibility and contingency in schedules to manage unplanned demand spikes or outages globally.
• Real-Time Management (RTA)
• Monitor real-time adherence, intraday performance, and workforce availability across global locations.
• Work with regional operations and WFM teams to adjust plans dynamically and avoid SLA breaches.
• Deliver daily, weekly, and monthly WFM dashboards and performance reports tailored for executive stakeholders.
• Use analytics to identify trends and proactively improve staffing strategies and customer satisfaction metrics.
• Lead and mentor an international WFM team including analysts, real-time managers, and schedulers.
• Coordinate closely with global Operations, HR, Training, and Finance departments to align workforce strategy with business goals.
• Tool & Process Management
• Ensure effective use of WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect, Kronos).
• Standardize processes across regions and continuously improve automation, accuracy, and scalability.

Required Qualifications

- Bachelor's degree in Business Management or related field.

- 8+ years of experience in Workforce Management, including 2 years in leadership.

- Strong knowledge of WFM tools (e.g., NICE, Aspect, Verint).

- Proficiency in Excel and data analysis tools.

- Excellent communication, leadership, and problem-solving skills.

Preferred Qualifications

- Experience in a high-volume contact center.

- Familiarity with real-time analytics and dashboards.

- Ability to manage multiple priorities in a dynamic environment