WFM Manager | Teleperformance Rockwell

The WFM Manager is responsible for leading and optimizing workforce planning strategies to ensure operational efficiency, service level achievement, and cost-effective staffing across all business units.

Key Responsibilities

• Develop and maintain accurate forecasting models based on historical data, business trends, and seasonal patterns.

• Oversee real-time monitoring of service levels, adherence, and intraday performance metrics.

• Lead capacity planning and staffing strategies to meet service level agreements (SLAs) and budget targets.

• Manage scheduling processes , including shift bids, time-off planning, and exception handling.

• Collaborate with Operations, HR, and Training teams to align workforce plans with recruitment, onboarding, and attrition trends.

• Provide actionable insights and reports to senior leadership on pe...