Workforce Manager (WFM)

• Develop and implement comprehensive workforce management strategies, including staffing forecasts, capacity planning, and schedule designs to maintain client SLAs and ensure global time-zone coverage.
• Direct strategic space planning and governance, providing data-driven reports regarding space allocation and utilization.
• Oversee all scheduling, shift planning, and resource allocation to ensure adequate coverage across customer support, data services, and back-office operations.
• Monitor and analyze key workforce metrics such as adherence, occupancy, shrinkage, absenteeism, overtime, and utilization to build predictive staffing plans.
• Lead and manage the WFM team, including associates, senior associates, and team leads, by assigning tasks and ensuring the accuracy and timeliness of forecasting and scheduling.
• Collaborate with HR, Operations, Client Services, and Analytics functions to align workforce capacity with demand, hiring plans, and project scaling.
• Provide regular reports to senior leadership regarding workforce status, identified gaps, forecasted needs, and risks associated with staffing levels.
• Establish and maintain workforce management policies, Standard Operating Procedures (SOPs), and relevant documentation.
• Manage escalations related to staffing shortages, urgent shift swaps, and exceptions such as absences or overtime.
• Utilize and implement WFM tools and software to automate and optimize essential workforce processes.

Experience

• Total Experience : Minimum of 5+ years of experience in workforce management.
• Leadership Experience : At least 2 years of experience in a leadership or managerial role.
• Preferred Major : Business Administration or Operational Management is preferred.

What’s In It for You

• Benefits: Health Insurance, Funeral Cover, Group Life Cover and Provident Fund.
• Training: Comprehensive technical and leadership training to support your growth.
• Career Growth: Opportunities for career advancement into broader technical operations or leadership roles.
• Work Environment: A supportive and innovative culture with a focus on teamwork, learning, and continuous improvement.

Other Requirements

• Must be able to work USA hours and mirror the shifts of the training team and clients.