About this role
Key Responsibilities:
• Lead workforce management (WFM) functions including forecasting, scheduling, and real-time analysis • Develop short- and long-term staffing plans based on historical data, trends, and business requirements • Monitor intraday performance and implement real-time adjustments to meet service levels and KPIs • Analyze workforce data to identify trends, risks, and opportunities for improvement • Collaborate with Operations, HR, and Finance teams on hiring plans, budgeting, and resource allocation • Ensure adherence to schedules, attendance policies, and productivity standards • Manage WFM tools and systems (e.g., NICE IEX, Verint, Aspect, or similar) • Prepare and present reports on staffing performance, forecast accuracy, and operational efficiency • Lead, coach, and develop WFM team members (RTA, schedulers, planners) • Drive continuous improvement initiatives in workforce processes and tools
Qualifications:
• Bachelor’s degree in Business Administration, Statistics, or related field • 5–8+ years of experience in Workforce Management in a BPO or contact center environment • At least 2–3 years in a leadership role • Strong knowledge of forecasting, scheduling, and capacity planning methodologies • Experience using WFM tools such as NICE IEX, Verint, or similar platforms • Advanced skills in Excel and data analysis • Strong leadership, communication, and stakeholder management skills