Workforce Manager

The Workforce Management (WFM) Manager is responsible for leading the Workforce Management function, ensuring effective forecasting, capacity planning, scheduling, real-time management, and reporting across multiple accounts and programs. This position partners with Operations, Finance, Human Resources, Recruitment, and Client Leadership to develop workforce strategies that optimize operational performance, improve customer experience, and drive business results.The WFM Manager provides strategic leadership to Workforce Supervisors and Analysts while ensuring staffing plans align with business objectives, client expectations, and financial targets.
Key ResponsibilitiesStrategic Workforce PlanningLead the Workforce Management strategy across assigned business units and accounts.Develop short-term and long-term staffing plans based on business forecasts and growth projections.Ensure workforce plans support operational goals, client requirements, and budget expectations.Drive continuous improvement initiatives to enhance workforce efficiency and forecasting accuracy.Forecasting, Capacity Planning & SchedulingOversee forecasting methodologies and ensure accurate volume and workload projections.Review and approve staffing models, hiring recommendations, and scheduling strategies.Monitor performance against forecasts and implement action plans when variances occur.Ensure optimal resource allocation to meet service level and productivity objectives.Operational Performance ManagementMonitor and analyze key workforce metrics, including:Service LevelForecast AccuracyOccupancySchedule AdherenceShrinkageProductivityAverage Handle Time (AHT)Abandonment RateIdentify operational risks and implement mitigation strategies.Provide data-driven recommendations to Operations and Senior Leadership.Leadership & People ManagementLead, mentor, and develop Workforce Supervisors and Analysts.Establish performance goals and development plans for the WFM team.Promote a culture of accountability, collaboration, and operational excellence.Conduct performance reviews, coaching sessions, and succession planning initiatives.Stakeholder & Client ManagementServe as the primary Workforce Management point of contact for Operations and client stakeholders.Present workforce insights, trends, risks, and strategic recommendations to leadership.Collaborate with Recruitment and Training teams to ensure workforce readiness.Participate in business reviews and client meetings as needed.Reporting & AnalyticsEnsure accurate and timely workforce reporting.Develop executive-level dashboards and business performance insights.Utilize workforce data to support strategic decision-making and operational improvements.Leverage predictive analytics and workforce trends to support future business needs.
EducationBachelor's Degree in Business Administration, Industrial Engineering, Statistics, Mathematics, Finance, Operations Management, or a related field.Master's degree is a plus.
ExperienceMinimum of 5 years of Workforce Management experience within a BPO, Contact Center, or shared services environment.Minimum of 3 years of leadership experience managing WFM teams.Experience supporting multiple accounts, programs, or lines of business.Proven experience in forecasting, capacity planning, scheduling, and workforce strategy.
Technical SkillsAdvanced Microsoft Excel skills.Experience with Workforce Management systems such as:VerintNICE IEXCalabrioGenesysAspectSimilar workforce management platformsStrong analytical and data interpretation skills.Experience with business intelligence and reporting tools is preferred.
Language RequirementsAdvanced English proficiency (spoken and written).