Workforce Manager

Lead workforce management strategies, demand forecasting, and capacity planning across contact center operations.

Oversee Staffing levels, shift scheduling, and real-time operational management to meet target SLAs and operational metrics.

Direct operations Supervisors and WFM analysts in optimizing agent utilization, shrinkage management, and schedule adherence.

Utilize Analytical methods and data insights to forecast call/ticket volumes and align workforce allocation accordingly.

Collaborate with internal Sales, account management, and operations leads to support growth and client delivery targets.

Drive operational efficiency through data-driven Information analysis, process optimization, and staffing model refinements.

Maintain comprehensive workforce management reports, headcount tracking sheets, and performance dashboards.

Bachelor's degree in Computer Science, Information Technology, Business Administration, or related disciplines.

1-3 Yrs of extensive experience in workforce management, operational leadership, and contact center operations.

Candidates must demonstrate strong leadership vision, passion, and deep expertise in large-scale WFM frameworks.

Advanced analytical capability, strategic staffing foresight, and executive stakeholder communication skills.