Hiring Workforce Manager || Gen AI project ( Remote)

The Workforce Manager is a critical leadership role within Workforce Management (WFM) function, responsible for overseeing the planning, execution, optimization, and reporting of workforce operations across various projects and teams. This role requires a strategic and analytical leader who can manage a high-performing WFM and Supply Planning team, collaborate with client and vendor stakeholders, and drive improvements in resource allocation, forecasting accuracy, performance analysis, and workforce planning processes.

Key Responsibilities

1. Team Leadership and Development

• Lead and mentor a team of Real-Time Analysts (RTAs), Supply Planning, and Workforce Experts to deliver exceptional workforce performance.
• Set clear performance goals and expectations for all team members, conducting regular performance reviews and evaluations.
• Identify individual and team skill gaps, and create training and development plans to elevate team capabilities.

2. Workforce Planning and Execution

• Oversee the creation, execution, and refinement of short- to medium-term workforce plans that align with forecasted demand and business requirements.
• Ensure optimal staffing across various lines of business, balancing operational efficiency and service-level commitments.
• Collaborate closely with internal operations teams, client representatives, and vendor partners to ensure workforce plans support operational goals.

3. Performance Management and Reporting

• Develop, track, and maintain a comprehensive set of KPIs to monitor the performance of workforce operations.
• Generate daily, weekly, and monthly reports with actionable insights for internal and external stakeholders, including senior leadership.
• Use data visualizations and dashboards to effectively communicate workforce trends and opportunities for improvement.

4. Process Optimization

• Identify and drive continuous improvement initiatives across WFM processes to enhance efficiency, accuracy, and scalability.
• Lead the design and deployment of innovative workforce methodologies, tools, and technologies.
• Establish and document WFM best practices, SOPs, and process workflows to standardize operations.

5. Stakeholder Management

• Act as the primary liaison for all WFM-related matters between organization and client/vendor partners.
• Provide timely and transparent communication regarding workforce strategy, plans, forecasts, and real-time updates.
• Address escalations and service issues professionally and efficiently, ensuring resolution aligns with client expectations.

6. Project Management

• Lead and manage key WFM projects, including system implementations, process changes, and special initiatives.
• Define project scopes, timelines, deliverables, and resource needs while ensuring alignment with business goals.

Educational Background

• Bachelors degree in Business Administration, Operations Management, or a related field is preferred.
• Minimum of 8 years of experience in workforce management
• Strong command of WFM practices in a contact center environment, including forecasting, scheduling, real-time management, and reporting.
• Demonstrated ability to lead diverse teams and drive performance through clear direction, feedback, and coaching.
• Experience handling AI/LLM projects is must .
• Proficiency in workforce management systems (e.g., Verint, NICE, Aspect, Genesys) and analytics tools (e.g., Excel, Tableau, Power BI).
• Solid understanding of contact center metrics such as service level, ASA, AHT, occupancy, and shrinkage.
• Experience managing large-scale workforce projects and system implementations is a plus.