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Crafle Consulting Mumbai
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Sr. Manager - Workforce Management

Sr. Manager - Workforce Management

Crafle Consulting Mumbai

10 - 12 years

|

15 - 25 Lacs

Posted:2 weeks ago| Platform:

Apply

Skills Required

workforce management wfm tools wfm international bpo stakeholder management kpi sla verint scheduling reporting aspect forecasting invoicing intraday management billing nice iex rta

Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities

Define and execute departmental plans aligned with WFM strategy and client requirements.
Oversee the complete WFM cycle -
forecasting, scheduling, intraday management, and reporting
- ensuring accuracy and efficiency.
Monitor key WFM metrics, analyze trends, and recommend improvements to optimize performance.
Act as the primary point of contact for senior leadership and clients, offering insights for WFM-driven decision-making.
Handle escalations, resolve complex challenges, and support critical decision-making processes.
Standardize and streamline WFM processes, tools, and best practices across regions and programs.
Lead implementation of new technologies, policies, and methodologies to drive innovation in WFM.
Collaborate with cross-functional teams (Operations, IT, Finance, HR) for seamless integration of WFM processes.
Support strategic planning, budgeting, and resource allocation to ensure scalability and efficiency.
Lead, mentor, and develop a team of WFM managers to build strong leadership capability.
Ensure accurate
billing & invoicing processes
in alignment with organizational requirements.

Candidate Profile

Experience:
Minimum 10 - 12 years of experience in Workforce Management within
international BPOs
.
Strong expertise in WFM tools, analytics, and reporting frameworks.
Proven ability to lead large teams, manage stakeholders, and handle client interactions at senior levels.
Experience in
billing and invoicing
is mandatory.
Strong problem-solving, analytical, and decision-making skills.
Flexibility to work in
shifts
.

Interested profiles may apply now if you are an experienced WFM professional from an international BPO background and looking for a leadership opportunity with a global MNC.

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Crafle Consulting Mumbai

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