Manager

The work force manager is responsible for overseeing efficient scheduling and optimization of resources to ensure operational efficiency and meet business needs. He may work as an individual contributor or lead a team of workforce management specialists. The role involves analyzing data trends and identifying opportunities for improvements to enhance productivity and quality. The individual is expected to perform these tasks by using fair judgement in understanding instructions provided by the business lead. The role will have daily deliverables across accurate and effective scheduling and reporting as basic metrics. This role will work with various partners within the organization to enhance the business.

Key Responsibilities

Capacity Planning & Forecasting

• Develop and maintain short-term and long-term capacity plans across multiple programs.
• Analyze historical trends, AHT (Average Handling Time), volume forecasts, and shrinkage to determine staffing needs.
• Create dynamic models to simulate different business scenarios and recommend optimal staffing strategies.

Resource Allocation & Optimization

• Map resources based on skill sets, program criticality, and performance trends.
• Ensure efficient utilization of workforce while maintaining service level agreements (SLAs).
• Identify and address underutilization or overutilization of resources.

Real-Time Management & Agility

• Monitor daily operations and adjust plans in real-time to accommodate last-minute changes or unplanned events.
• Implement contingency plans to mitigate risks related to absenteeism, volume spikes, or system outages.

Stakeholder Collaboration

• Coordinate with senior leaders, program managers, and operations teams to align on deliverables and capacity plans.
• Act as a liaison between operations and workforce management to ensure seamless execution of plans.

Performance Analysis & Reporting

• Track and report on key performance indicators (KPIs) related to capacity, utilization, and productivity.
• Provide actionable insights and recommendations to improve operational efficiency.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or a related field (MBA preferred).
• Overall 10+ years and 5+ years of experience in workforce management, capacity planning, or operations in a BPO or service delivery environment.
• Strong analytical skills with proficiency in Excel, WFM tools
• Excellent communication and stakeholder management skills.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Strong understanding of performance metrics, AHT, shrinkage, and utilization concepts.
• Agile mindset with a proactive approach to problem-solving and decision-making.