Posted:3 days ago|
Platform:
On-site
Full Time
We are seeking a highly analytical and strategic Workforce Management (WFM) Manager to lead forecasting, scheduling, and real-time management for our multi-site contact center operations. You will play a key role in ensuring optimal staffing levels, improving service levels, and driving operational efficiency across voice, chat, and digital channels.
Key Responsibilities:· Develop and maintain accurate short- and long-term forecasts for call volumes, staffing, and shrinkage.
· Design and optimize agent schedules to meet service level agreements (SLAs) while balancing cost and employee satisfaction.
· Lead real-time monitoring and intraday adjustments to ensure adherence to forecasts and schedules.
· Analyze historical data and trends to improve forecasting accuracy and workforce planning.
· Collaborate with operations, HR, and training teams to align staffing with business needs.
· Provide WFM insights and reporting to senior leadership, including performance dashboards and variance analysis.
· Support new business transitions and seasonal ramp-ups with workforce planning expertise.
· Ensure compliance with labor laws, working time regulations, and internal policies.
Requirements:· Proven experience in a WFM leadership role within a contact center environment.
· Proficiency in WFM platforms such as NICE IEX, Verint, Teleopti, or Genesys WFM.
· Strong analytical and Excel skills; experience with BI tools (e.g., Power BI, Tableau) is a plus.
· Excellent communication and stakeholder management skills.
· Ability to manage multiple priorities in a fast-paced, high-volume environment.
· Deep understanding of contact center metrics (AHT, ASA, occupancy, shrinkage, etc.).
Desirable:· Experience managing WFM for omnichannel contact centers.
· Project management certification or experience.
JSAN Consulting Group
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Hyderabad, Telangana, India
Experience: Not specified
Salary: Not disclosed
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Hyderabad, Telangana, India
Experience: Not specified
Salary: Not disclosed
