Manager, Workforce Management

This is a senior-level role focused on workforce planning, forecasting, and operations management in a fast-growing company that provides customer support and data services. The role ensures the company has the right number of employees at the right time while controlling costs and maintaining service quality.

Develop short-term and long-term forecasts (daily, weekly, monthly) Analyze historical data and trends to predict workload (calls, chats, emails, etc.) Build data-driven forecasting models Continuously improve forecast accuracy Convert forecasts into staffing and hiring plans (FTE requirements) Build models for productivity, shrinkage, and employee ramp-up Conduct scenario planning (“what-if” analysis) Provide future workforce outlook (30-60-90 days planning) Align workforce plans with budgets Optimize cost per employee and cost per task Identify overstaffing or understaffing risks Recommend efficiency improvements Act as key contact for planning insights Work with operations, clients, and scheduling teams Present forecasts, risks, and strategies clearly Compare forecast vs actual performance Analyze gaps and identify reasons for variance Recommend improvements based on data insights Develop scalable workforce planning processes Use tools like Tableau, Power BI, and WFM platforms Implement automation and predictive models Manage and mentor forecasting analysts and planners Promote a data-driven and performance-focused culture

8+ years experience in Workforce Management (WFM) Strong background in BPO / Customer Experience (CX) industry Experience in: Forecasting Capacity planning Preferred exposure: Chat / email / omnichannel operations High-growth or startup environments Nice to have: AI/ML forecasting exposure Automation / data pipeline experience

Hybrid work environment (office + remote flexibility) Competitive salary and benefits package Opportunity to work in a fast-growing global company Career growth and leadership exposure Dynamic and innovative work culture