Job Description

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