Job Summary:
We are seeking a highly skilled Senior Manager – Workforce Management to oversee workforce planning, forecasting, and real-time management for our operations. The ideal candidate will ensure optimal staffing levels, improve efficiency, and drive workforce strategies to meet business objectives.
Key Responsibilities:
Workforce Planning & Forecasting:
- Develop and implement workforce planning strategies to ensure optimal staffing.
- Analyze historical data to forecast staffing requirements and business trends.
- Collaborate with operations and HR to align workforce planning with business goals.
Real-Time & Scheduling Management:
- Monitor real-time staffing levels and adjust as needed to optimize efficiency.
- Ensure adherence to schedules and minimize service disruptions.
- Implement strategies to manage absenteeism, shrinkage, and productivity.
Reporting & Analytics:
- Generate and analyze workforce reports to provide insights on performance.
- Identify trends and recommend actions to improve efficiency.
- Ensure accurate and timely reporting of key workforce metrics.
Stakeholder Management:
- Work closely with senior leadership, operations, and HR to align workforce strategies.
- Engage with clients to understand workforce requirements and expectations.
- Drive continuous improvements through collaboration and innovation.
Technology & Process Optimization:
- Leverage WFM tools and technology to enhance efficiency and accuracy.
- Implement automation and process improvements for better workforce planning.
- Stay updated on industry best practices and workforce management trends.
Key Skills & Qualifications:
- Bachelor's degree in Business, Operations, or a related field (MBA preferred).
- 8+ years of experience in Workforce Management, with at least 3 years in a leadership role.
- Strong expertise in workforce forecasting, scheduling, and real-time management.
- Proficiency in WFM tools (e.g., Verint, NICE, IEX, Aspect, etc.).
- Excellent analytical and problem-solving skills.
- Strong stakeholder management and leadership abilities.
- Experience in BPO, Contact Centers, or similar environments preferred.