Vacancy Description
Job Overview
We are looking for an experienced Senior Manager - Workforce Management to lead end-to-end workforce management operations within a contact center environment. The role is responsible for forecasting, scheduling, capacity planning, reporting, analytics, and driving operational efficiency across the business.
Key Responsibilities
- Lead workforce management functions including forecasting, scheduling, real-time management, and reporting
- Partner with Operations and stakeholders to align staffing requirements with business demands
- Drive data-driven decision-making through reporting and analytics
- Monitor service levels, staffing efficiency, and operational performance metrics
- Lead, mentor, and develop workforce management teams
- Implement process improvements to optimize workforce planning and service delivery
- Manage workforce governance and ensure operational compliance
Requi...
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