Senior Manager, GBS Workforce & Demand Management

As the Senior Service Governance & Insights Manager at BT Group, your role is crucial in developing insights and analysis to drive service improvement, deepen customer value, and ensure compliance with regulatory standards. Your responsibilities will include: - Owning and managing GBS Capacity Planning, Forecasting, Scheduling, and real-time WFM services for the CSS area. - Driving and managing planning KPIs, fixing leakages, and ensuring streamlined delivery in the CSS area. - Managing MTP plans, TLR variance, and resources across core GBS sites in India, including hiring and training plans. - Acting as the single point of contact for governance, validating volume and contract demand, and ensuring budget alignment for WFM service planning. - Leading the introduction of new CFU tools and transformations for Planning, Scheduling, and Real-Time services. - Driving process improvement, standardizations, and efficiencies across WFM contact center services. - Managing proposals and TLR sizings for incremental business, ramp-ups, and transitions. - Leading the overall GBS WFM Transformation strategy and plan. - Managing a team of 50 TLR in CSS, mentoring, coaching, and developing team capabilities. - Contributing as an SME within WFM, capacity planning, resource management, scheduling, and real-time assurance strategy. - Implementing a WFM framework for best operational support. Key skills required for this role include: - End-to-end Workforce management practices - Regulatory Compliance - Continuous Improvement - Problem Solving - Service Level Agreement Management - Risk Management - Commercial Acumen - IT Operations - Strategic Planning - Data Analysis - KPI/Metric Monitoring - Service Governance - KPI/Metric Design - Business Process Improvement - Talent Management - Decision Making - Growth Mindset - Process Design - Performance Management - Inclusive Leadership About BT Group: BT Group, as a pioneer in the telecom industry, is undergoing a significant transformation to revolutionize connectivity in the UK. With a focus on digital infrastructure projects like full-fiber broadband and 5G, BT Group is committed to simplifying structures, processes, and enhancing customer experience through technology and AI. In conclusion, BT Group offers a dynamic work environment focused on diversity, inclusion, and authentic leadership. If you are passionate about driving change and improving connectivity, this role presents an exciting opportunity to be part of a forward-thinking company.,