About the Job

The Senior Workforce Manager is responsible to direct, manage, and supervise all activities and resources related to the Workforce department for a line of business.

As Senior Workforce Manager, You Will…

Be responsible for various functions including capacity planning, resource management, forecasting, and scheduling
Lead a team of individuals that design, develop, and execute WFM planning which helps business drive center KPIs
Maintain effective relationships with Business Partners, Clients, and Account Managers to identify areas of service improvement
Implement regular cadence for future training needs and requirements to handle future forecast and staffing needs
Lead strategic initiatives which seek to achieve cost savings, service improvements, and competitive advantage through budget forecasting, planning, and scheduling recommendation with Business Operations
Be responsible for end to end business delivery, development, and implementation of contingency planning,



leading to coordinate with all stakeholders identifying opportunity areas for service improvement and cost efficiencies
Drive business benefits through self-initiated projects
Act as a Subject Matter Expert (SME) for resource planning and scheduling

As Senior Workforce Manager, You Have…

Post-secondary degree, or certificate, with a focus in a related discipline (required)
Minimum 3 years experience in a Call Center or Service-Oriented Industry
Minimum of 3 years experience as a Workforce Manager managing multiple clients/accounts
Solid experience in Capacity Planning and Forecasting
Strong analytical, problem-solving, technical, information-management, and decision-making skills are required
Excellent project management and computer (MS Office) skills
Demonstrated strong interpersonal and communication skills
Superior organizational skills and the ability to follow through
Service oriented attitude
Ability to adapt to change and innovation
Ability to work in a rapid-paced, hectic,

📌 Senior Workforce Manager (Hyderabad)
🏢 In Touch
📍 Hyderabad