Senior Engineer - Cloud & Infra Management

Role description

Workforce Management WFM Manager

Role Purpose

To own workforce planning capacity management forecasting scheduling and staffing strategy for the 24x7 sales operation while ensuring the business remains adequately staffed to achieve client commitments

Key Responsibilities

Forecast callchat demand and staffing requirements

Build monthly weekly and daily staffing plans

Create and manage rosters across 24x7 operations

Manage shrinkage planning and staffing optimization

Drive occupancy utilization and staffing efficiency

Partner with Operations Managers and Leadership Teams

Publish workforce reports and business insights

Identify staffing risks and mitigation plans

Preferred Experience

8 years in Workforce Management or Contact Center Operations

Strong experience in forecasting capacity planning and scheduling

Experience supporting 24x7 global operations

Strong stakeholder management and reporting skills

Advanced reporting and workforce planning capabilities

Skills
Mandatory Skills : Incident Management
About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltm.com/careers/recruitment-fraud-alert