Manager: Workforce Management

Job Description

Role Overview

The Group Manager – WFM is responsible for leading workforce planning, scheduling, and real-time operations for inbound contact center functions. This role ensures optimal staffing, cost efficiency, and service level achievement through data‑driven capacity planning, forecasting, and strategic workforce optimization.

Key Responsibilities

1. Capacity Planning & Forecasting
   • Develop short‑term and long‑term workload forecasts (call volume, AHT, shrinkage).
   • Build and maintain capacity plans aligned with business demand and growth projections.
   • Conduct scenario planning (seasonality, campaigns, unexpected spikes).
   • Collaborate with business teams to align hiring plans with capacity requirements.
   • Ensure optimal staffing models to meet SLAs (Service Level, ASA, Abandonment).
2. Scheduling & Workforce Optimization
   • Oversee cr...