Job Description

As a manager, you will be responsible for managing programme staffing to meet daily, weekly, and interval staffing requirements. The person is also responsible for achieving compliance to WFM operating procedures, oversight of WFM real-time and scheduling responsibilities and other workforce-related management tasks. You will closely coordinate with various business stakeholders; Liaise with Clients & internal stakeholders to drive and deliver information in a concise manner. You have to identify areas of opportunity and implement innovative real-time solutions to maximize efficiency and implement and perform audits to ensure accuracy in all processes and deliverables.

Main Activities and Responsibilities:

1. Team Management and Leadership

• Create and deliver reports to clients and managers including other Support Departments, to

plan and effect measures to achieve operational and strategic business results.

• Manage deviations from the plan that have financial impact. Review data and trends and

diagnose problems and concerns

• Collaborate with internal stakeholders to obtain and ensure that current and accurate

information is used for planning purposes to meet operational requirements

• Coordinate cross functional activities to reconcile variances from original plans and maintain a

view of actual against forecast projections

• Ensure that effective data, statistical analysis and performance metrics are available to internal

stakeholders

1. Forecasting and Capacity Planning Oversight

• Oversee unified volume forecasting across all client demand drivers (satellite changes, billing

cycles, tech issues, sports seasonality, digital behaviour).

• Drive scenario‑based modeling (best/mid/worst case) to inform staffing plans and operational

readiness.

• Validate supply–demand balancing, shrinkage levels, and staffing recommendations (OT, hiring,

cross‑skilling) for PH operations.

• Participate in Demand Planning and Fusion meetings to align capacity with upcoming

initiatives.

• Utilize knowledge and research methods to benchmark capacity planning activities and to drive best practice results

1. Scheduling and Real Time Management

• Oversee scheduling lifecycle: build, publish, update, shrinkage integration, and leave

management.

• Ensure multi‑skill scheduling supports channel mix changes and service requirements.
• Guide intraday steering across queues, including staffing moves, skill activation, and action

triggers.

• Ensure absenteeism, AHT spikes, and volume anomalies are addressed quickly

1. Reporting Governance

• Validate and deliver daily/weekly/monthly operational performance reports (volumes, AHT,

shrinkage, staffing variance, SL, digital trends).

• Oversee scorecard reporting (adherence, productivity, efficiency).

1. Team Development

• Provide coaching, performance management, and skill development to WFM analysts.

Document coaching sessions, manage improvement plans, and reinforce accountability.

1. Stakeholder Engagement

• Maintain strong working relationships with client leaders and internal Ops/QA/Training teams.
• Communicate risks, drivers, and performance insights clearly and proactively.

1. Governance Cadence Execution

• Represent WFM in daily stand‑ups, weekly capacity reviews, GTM meetings, demand‑planning

forums, monthly forecast reviews, and quarterly strategy sessions.

1. Policy, Compliance & Documentation

• Ensure adherence to Probe/Client policies, including data security, privacy, and reporting

hygiene.

• Comply with Probe’s privacy, data protection and information security policies when handling

personal data and uphold high standards of data protection, security and fraud prevention in

the course of your employment. This extends to being diligent to protect Probe and client data

and assets and never sharing passwords, one time passwords (OTP), multi-factor

authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for

suspicious calls, chats or emails asking for account or personal/login information and not

clicking on suspicious links.

• Complete all necessary training requirements and professional development opportunities.

1. Culture & Workplace Standards

• Promote a respectful, inclusive, and safe environment; address hazards and uphold

compliance.

• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report

workplace hazards, and provide a safe and positive workplace.

• Actively contribute to Probe’s commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.
• Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and

maintain the highest standards of business conduct.

• Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.