Job Description

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsources inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Designation- Senior Manager, WFM

Mode- Hybrid

Location- Mumbai
- Leads the Resource Planning function for the UK Geo,



encompassing Forecasting and Scheduling for the organization.
- Develops and implements effective Workforce Management (WFM) practices to address business challenges.
- Collaborates closely with cross-functional stakeholders and supports the Sales team with WFM insights and planning support.
- Builds robust partnerships with contact center operations, business unit leadership, and corporate support teams to understand and fulfill forecasting and scheduling needs.
- Designs and presents various forecasting, scheduling, and staffing models to evaluate and communicate the impact on service delivery and costs.
- Oversees the creation and execution of long-term forecasts and workforce budgets at both organizational and site levels.
- Identifies technological requirements within the scope of responsibilities and leads implementation of relevant tools and process improvements.
- Ensures service operations, including contact centers and other

📌 Workforce Manager (Mumbai)
🏢 Firstsource
📍 Mumbai