Group Manager

The role involves leading a Workforce Management (WFM) team, driving forecast accuracy, and collaborating with key stakeholders to improve operational efficiency. You will be responsible for leading and managing a team of WFM Analysts, Planners, and Real-Time Analysts. Your duties will include developing and maintaining short-term and long-term forecasting models based on historical data, business inputs, and seasonality. You will create efficient staff schedules that balance employee preferences, business needs, and service level targets. Monitoring real-time performance and taking proactive steps to mitigate staffing or service disruptions will be a key part of your role. Additionally, you will analyze WFM metrics such as Average Handling Time (AHT), shrinkage, occupancy, adherence, etc., and provide actionable insights to operations leaders. Collaboration with Operations, HR, and Training departments to manage hiring plans, onboarding, and attrition impacts will also be necessary. Ensuring that WFM systems and tools are effectively utilized and recommending improvements where needed will be part of your responsibilities. You will be expected to produce and present regular performance reports and strategic staffing plans to senior leadership. Ensuring compliance with labor laws, company policies, and scheduling fairness is essential. Supporting business continuity planning and incident management from a staffing perspective will also fall under your purview. The ideal candidate will have a strong knowledge of WFM tools such as NICE IEX, Verint, Genesys, Teleopti, and Aspect. Experience in a high-volume contact center or service environment is preferred. An analytical mindset with strong Excel skills and data visualization/reporting skills (e.g., Power BI, Tableau) is required for this role.,