General Manager WFM

Role Purpose - The General Manager Workforce Management is responsible for leading end-to-end WFM strategy across forecasting capacity planning scheduling real-time management and performance optimization.

The role ensures optimal workforce utilization cost efficiency service level adherence and continuous improvement aligned with business objectives.

Key Responsibilities

Strategic Leadership

Define and drive the overall WFM strategy aligned with organizational goals.

Partner with Operations Finance HR and Technology teams to support business growth and transformation initiatives.

Lead large multi-location WFM teams with strong governance and accountability.

Forecasting & Capacity Planning

Own short-term mid-term and long-term volume forecasting across processes.

Translate business demand into accurate capacity plans considering productivity shrinkage and attrition.

Drive scenario planning for new business seasonality and demand volatility.

Scheduling & Resource Optimization

Oversee schedule design shift optimization and staffing models to maximize efficiency.

Ensure adherence to SLAs KPIs and regulatory requirements.

Continuously improve schedule efficiency and occupancy.

Real-Time Management (RTM)

Ensure effective real-time monitoring of queues productivity and service levels.

Lead proactive decision-making to manage intraday risks and volume variances.

Establish strong governance for adherence and exception management. Performance Management & Analytics

Track and analyze WFM KPIs such as forecast accuracy schedule efficiency shrinkage occupancy and service levels.

Provide actionable insights and dashboards to senior leadership.

Drive data-backed decision-making across operations.

Process Improvement & Transformation

Identify automation and digitization opportunities within WFM.

Lead transformation initiatives including tool upgrades and advanced analytics.

Standardize WFM processes across accounts and geographies.

Stakeholder Management

Act as the single point of contact for WFM at a leadership level.

Present capacity plans risks and performance insights to senior management and clients.

Influence decision-making through strong business acumen and data storytelling.

People Leadership

Build a strong leadership pipeline within WFM.

Drive capability building training and succession planning.

Foster a high-performance and continuous improvement culture.

Key Skills & Competencies

Strong expertise in Forecasting Capacity Planning Scheduling and RTM

Deep understanding of contact center / operations environment

Excellent analytical and problem-solving skills

Strong stakeholder and executive communication skills

Experience in large-scale operations and multi-client environments

Ability to manage ambiguity and high-pressure situations

Strong people leadership and coaching skills 

Qualifications :

Preferred Experience & Qualifications

1218 years of experience in Workforce Management or Operations Planning

Minimum 57 years in a senior leadership role managing large WFM teams

Exposure to WFM tools (e.g. NICE Verint Genesys IEX Aspect etc.)

MBA / Postgraduate degree preferred

Experience in BPO / Shared Services / Contact Center environments Key Success Metrics

Forecast accuracy

Service level achievement

Schedule efficiency & occupancy

Cost optimization

Attrition and shrinkage control

Stakeholder satisfaction

Additional Information :

US Rotational Night Shift

Remote Work :

No

Employment Type :

Part-time