Senior Manager, GBS Workforce & Demand Management

Role Overview: As the Senior Service Governance & Insights Manager at BT Group, you will play a crucial role in leading the development of insights and analysis to drive service improvement, deepen customer value, and ensure alignment with regulatory compliance standards. Your responsibilities will include serving as the process owner for capacity planning, forecasting, and scheduling, managing planning KPIs, stakeholder management, process improvement, and leading the WFM team in CSS. Key Responsibilities: - Act as the process owner for GBS Capacity Planning, Forecasting, Scheduling, and real-time WFM services in CSS area - Drive and manage planning KPIs in CSS area, track and fix leakages, and ensure streamlined delivery - Manage MTP plans, TLR variance, and resources across core GBS sites in India - Serve as the single point of contact for governance validation of volume and contract demand - Lead the introduction of new CFU tools and transformations for Planning, Scheduling, and Real-Time services - Drive process improvement, standardizations, and efficiencies across WFM contact center services - Manage proposals and TLR sizings for incremental business, ramp-ups, and transitions - Lead the overall GBS WFM Transformation strategy and plan - Mentor, coach, and manage the WFM team in CSS - Contribute as an SME within WFM field of expertise - Implement WFM framework sharing leading practices on team model designs, tools, and governance Qualifications Required: - End-to-end Workforce management practices - Regulatory Compliance knowledge - Strong Problem Solving skills - Experience in Service Level Agreement Management - Risk Management expertise - Commercial Acumen - IT Operations understanding - Strategic Planning capabilities - Data Analysis proficiency - KPI/Metric Monitoring experience - Service Governance knowledge - Business Process Improvement skills - Talent Management abilities - Decision Making skills - Growth Mindset - Process Design proficiency - Performance Management experience - Inclusive Leadership skills About the Company: BT Group is a leading telco company with a rich heritage and a critical role in shaping the future of digital connectivity. With a commitment to revolutionizing customer experience and connectivity, BT Group is on a path to becoming the UK's best telco. Joining the team at BT Group offers an exciting opportunity to be part of a company dedicated to improving connectivity for millions and driving innovation in the industry. Note: BT Group values diversity and inclusivity, encouraging candidates from all backgrounds to apply even if they do not meet every single requirement listed in the job description. Flexible working arrangements and reasonable adjustments for the selection process are offered to ensure a diverse and inclusive workplace.,