Senior Manager I Workforce Management Jobs in

Fusion CX

8 - 13 years

8 - 9 Lacs

kolkata

Posted:1 hour ago| Platform:

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Skills Required

bpo workforce management operational excellence staffing process improvement analytical scheduling recruitment sql capacity planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

Strategic Workforce Planning: Develop and implement long-term and short-term workforce planning strategies to optimize staffing levels and operational efficiency.
Forecasting & Capacity Planning: Oversee demand forecasting, staffing models, and capacity planning to ensure alignment with business goals.
Scheduling & Optimization: Manage scheduling processes, ensuring efficient workforce allocation while adhering to compliance and labor laws.
Real-Time Management & Performance Monitoring: Lead real-time monitoring efforts to optimize productivity, service levels, and workforce adherence.
Data Analytics & Reporting: Utilize data-driven insights to make informed decisions and provide regular reports to leadership on key workforce metrics.
Process Improvement & Automation: Drive continuous improvement initiatives and leverage automation to enhance workforce management capabilities.
Technology & Innovation: Evaluate and implement new WFM tools, technologies, and best practices to enhance workforce efficiency.

Job Requirement

Qualifications & Requirements

Bachelor s degree in Business Administration, Operations Management, Statistics, or a related field (Master s degree preferred).
8 to 13 years of relevant experience in workforce management.
Expertise in WFM tools such as Verint, NICE, Aspect, or equivalent.
Strong analytical, problem-solving, and decision-making skills.
Proven leadership, communication, and stakeholder management capabilities.
Experience in a BPO/contact center environment is preferred.
Ability to drive process improvements and apply WFM best practices.

Preferred Skills

Advanced proficiency in Microsoft Excel, SQL, and data visualization platforms.
Familiarity with AI-driven workforce automation and optimization.
In-depth understanding of core WFM metrics such as SLA, shrinkage, occupancy, and utilization.

Why Join Fusion CX

At Fusion CX, we don t just manage operations we empower transformation. As a Senior Manager WFM in Kolkata, you will:

Lead strategic workforce initiatives at one of the most trusted CX providers globally.
Work in a people-first, performance-driven culture that values innovation and accountability.
Gain exposure to enterprise WFM systems and intelligent automation tools.
Be part of a team where your leadership shapes success across geographies and verticals

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