Group Manager WFM

Key Responsibilities

1. Forecasting & Demand Planning

Lead volume forecasting for inbound outbound back-office and digital channels (chat/email/social)

Incorporate client inputs seasonality promotions and market trends into forecasts

Own forecast accuracy at program and portfolio level

Drive scenario planning for ramp-ups transitions and new business

2. Capacity Planning & Budget Management

Develop FTE plans aligned with contractual SLAs revenue targets and productivity goals

Manage headcount planning hiring plans and training pipelines

Ensure alignment with financial budgets margin targets and cost optimization goals

Work closely with Finance on billing revenue leakage and utilization

3. Scheduling Strategy & Optimization

Oversee creation of efficient schedules considering shrinkage occupancy and coverage gaps

Balance client SLAs vs employee experience (work-life balance shift preferences)

Manage multi-skill and multi-channel scheduling across programs

Optimize break/lunch planning and shift rotations

4. Real-Time Operations Management (RTA Command Center)

Lead intraday performance management across multiple queues/programs

Drive real-time decisions on queue rebalancing overtime VTO and cross-skilling utilization

Act as escalation point for service level risks outages and volume spikes

Ensure adherence to schedule compliance and shrinkage controls

5. Client & Stakeholder Management

Act as the WFM SPOC for clients participating in governance calls and business reviews

Present WFM insights risks and action plans in Weekly/Monthly Business Reviews (WBR/MBR/QBR)Partner with Operations Training Quality HR and IT teams

Build credibility as a trusted advisor on workforce strategy and optimization

6. Performance Analytics & Reporting

Own and publish key WFM metrics:Service Level (SL) ASA Abandon Rate

Forecast Accuracy (MAPE) Schedule AdherenceOccupancy Shrinkage Utilization

Drive root cause analysis for misses and continuous improvement

7. Team Leadership

Lead a team of WFM Managers Analysts Schedulers and RTAs

Define clear KPIs drive accountability and improve team productivity

Enable career growth through training mentoring and succession planning

Build strong bench strength for scaling operations

8. Process Excellence & Transformation

Drive WFM maturity improvement initiatives (centralization standardization)

Implement automation AI-driven forecasting tools and digital WFM solutions

Lead transition support for new client migrations and process expansions

Establish best practices aligned with COPC / Six Sigma / Lean methodologies

9. Governance Compliance & Risk Management

Ensure compliance with client SLAs contractual obligations and internal governance frameworks

Manage audit readiness and process documentation

Identify risks proactively and implement mitigation strategies

Qualifications :

Bachelors degree (MBA or equivalent preferred)

1015 years of experience in BPO/Contact Center

WFM 5 years in leadership role managing multiple programs/accounts

Experience handling large-scale operations (500 FTEs preferred)

Exposure to global delivery models (US/UK/AU geographies)

Additional Information :

US Rotational Night Shift

Remote Work :

No

Employment Type :

Full-time