Workforce Manager
Intouch CX
Posted on 8 Oct
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Experience
2 - 6 Years
Education
Bachelor of Business Administration(Management)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
The Workforce Manager is responsible for overseeing the planning, forecasting, scheduling, and real-time management of workforce resources to ensure optimal operational efficiency. This role ensures that staffing levels align with business requirements, service level agreements (SLAs), and organizational goals.
Key Responsibilities:- Develop and maintain workforce forecasts based on historical data, business trends, and upcoming initiatives.
- Create and manage staffing schedules to meet service level and productivity targets.
- Monitor real-time performance and adjust resources to handle fluctuations in workload or absenteeism.
- Collaborate with operations, HR, and training teams to align staffing needs with recruitment and onboarding plans.
- Analyze key metrics (AHT, occupancy, shrinkage, adherence, etc.) and provide actionable insights.
- Prepare daily, weekly, and monthly reports on workforce performance and capacity utilization.
- Implement and manage WFM tools and software (such as Genesys, NICE, Verint, or Aspect).
- Identify process gaps and recommend improvements to enhance efficiency and employee experience.
- Support business continuity planning and capacity modeling for new projects or campaigns.
Desired Candidate Profile
- Bachelor s degree
- At least 2 years of experience in workforce management, capacity planning, or scheduling, in a BPO or contact center environment.
- Strong analytical and problem-solving skills.
- Proficient in Excel and workforce management software.
- Excellent communication and stakeholder management skills.
- Ability to work under pressure and adapt to changing priorities.
Company Industry
- IT - Software Services
Department / Functional Area
- HR
- Human Relations
- Industrial Relations
Keywords
- Workforce Manager
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