Workforce Manager

JOB DESCRIPTIONS:

The Workforce Manager is responsible for end-to-end workforce planning and real-time operations to ensure optimal staffing, service level attainment, and cost efficiency across assigned programs. This role leads forecasting, capacity planning, scheduling, and real-time adherence while partnering closely with Operations, Training, HR, and Client stakeholders.

The ideal candidate is highly analytical, detail-oriented, and experienced in managing WFM functions in a BPO or contact center environment, supporting both voice and non-voice programs.

KEY DUTIES: Workforce Planning & Forecasting

• Develop short-term and long-term volume forecasts using historical data, trends, and business assumptions.
• Translate forecasts into capacity plans, hiring recommendations, and staffing models.
• Partner with TA and Operations to align hiring plans, class schedules, and ramp timelines.
• Conduct scenario planning for seasonal...