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Wipro
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Senior Workforce Manager

Senior Workforce Manager

Wipro

5 - 8 years

8 - 12 Lacs

bengaluru

Posted:2 days ago| Platform:

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Skills Required

workforce management business intelligence tools data modeling quality assurance statistics forecasting power bi verint business intelligence sql global operations tableau workforce planning capacity planning cost analysis

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking a seasoned Senior Workforce Manager to optimize our high-volume, fast-paced IT support environment through advanced pattern analysis and forecasting. This role focuses on identifying and analyzing predictable volume patterns to deliver precise staffing and scheduling recommendations. The ideal candidate will excel at translating complex data patterns into actionable workforce strategies that maximize operational efficiency during peak and valley periods. The ability to move quickly with a high degree of accuracy is critical to our success

Key Responsibilities:

Workforce Management & Operations

Analytics & Performance Optimization
Strategic Project Impact Analysis
Regional Investment & Coverage Optimization
Scheduling Optimization & Recommendations

Required Qualifications:

Experience & Background

7+ years of workforce management experience in high-volume operations environments (contact centers, ITsupport, or similar) 5+ years of hands-on experience with operational analytics, forecasting, and capacity planning Proven track record of analyzing workforce impacts from changes in the operational environment Experience with regional workforce planning, cost analysis, and geographic optimization strategies Strong background in statistical analysis, data modeling, and business intelligence tools Experience with IT service management frameworks and ticketing systems Previous experience in 24/7 global operations with distributed teams across multiple regions

Technical Skills:

Advanced proficiency in workforce management platforms (Verint, NICE, Aspect, etc) Expert-level skills in Excel, SQL Experience with BI tools (Tableau, Power BI, Qlik) and dashboard development Understanding of telephony systems, ACD reporting, and real-time monitoring tool

Success Metrics:

Outcome Orientation & Communication

Mandatory Skills: Quality Assurance . Experience: 5-8 Years .

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Senior Workforce Manager