Job Description

Manager - Workforce Management

Date:

Jul 15, 2025

Location:

Bangalore, KA, IN

Requisition ID:

15909

Description:

Location:

Bangalore

Grade:

E2

Designation:

Manager - Workforce Management

Number of positions:

01

Minimum Criteria:

Both E2 and F1 grades can apply, lateral movement for E2 grade and vertical movement for F1 grade Must have completed a minimum of 18 months in the organization and 12 months in the current role as of 1st May'25. Annual rating of CME/3 or above in the last 2 years No documented disciplinary issues/PIP in the last 6 months

Role & Responsibilities:

Support operations from scheduling, Real time, planning, BCP perspective Support operations with daily/Weekly/Monthly reports and other dashboards Manage Shrinkage, Schedule Adherence, Delivery, resource planning etc. Track outages and impact of such events Review KPIs and Service Level projections for the coming week Ensuring all necessary & relevant efficiency parameters are within target Support and mentor team members to meet on time delivery of deliverables and coach team members Manage ad-hoc requirements from Ops & any other functions Discuss daily / weekly performance with stakeholders Interact with clients for FTE/Delivery Targets and other planning assumptions Contribute to annual planning on HC , Budget, Span Ratio, Seat Utilisation etc

Competencies:

To be able to communicate effectively, both verbally and in writing with India & US stakeholders and across levels Minimum 8 years of work experience in Contact Centre, minimum 18 months as WFM AM Functional knowledge of various workforce management tools (IEX, Genesys, Liveperson etc) Overall Understanding of the Workforce Management, along with operational management Sound knowledge of Capacity Planning, Scheduling, Real time Management and Budget planning Understands and know the purpose of the role and how it links to the other roles Sound knowledge of MS Suit Understands and has knowledge of key Contact Centre metrics such as FTE, shrinkage, AHT, Occupancy, schedule adherence, CPH, ACL, Concurrnecy etc. Analyze situations, identifies the gaps quickly and take necessary steps to avoid impact on Delivery / Service Levels Consistently demonstrates organization Values and detail orientation - Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes Consistently places a high value on customers (internal and external) and all issues / factors that relate to customer experience/ stakeholder expectations Develop excellent working relationships with Stakeholders and team

Required Skills:

Must have excellent analytical, presentation & communication skills Sound knowledge of MS Suit and Automation should be well versed with WFM tools like IEX, Genesys, Liveperson, Saleforce etc Experience on WFM tools and in-depth knowledge on their features

Selection Procedure:

HR Screening Personal Interview

Application Process & Timelines:

The last date to apply is 2nd June.



PS: Strictly no extension allowed on Timelines
The selected candidate's release timeline will be equivalent to their respective employment notice period.