About the Job
The Senior Manager of Workforce Managed Services provides vision and leadership in areas of Real-Time Management, Intraday Analysis, Forecasting and Scheduling, Capacity Planning and Login Administration.

As Senior Manager of Workforce Managed Services, You Will…

Directly manage a team of Real Time Analysts
Identify, prioritize and coach all direct reports in development areas
Create strategic recommendations to improve productivity while balancing service levels and costs
Ensure the enterprises are managing intraday staffing requirements
Responsible for the development, analysis and implementation of agent staffing, plans including forecasting requirements
Address disciplinary and/or performance problems according to company policy
Assist in resolving customer complaints and escalated issues
Facilitate, lead, and participate in daily and weekly meetings among key stakeholders
Own planning, design and implementation of a Workforce Management System, including the creation and/or implementation of processes
Ensure reports showing key efficiency, performance,



and quality metrics are accurate and available
Coordinate with IT and Operations
Develop benchmarks using metrics, industry standards and original concepts
Provide analysis/recommendations to Senior Management, Site Directors and Strategic Business Units
Deliver processes and development in areas to support bill-to-pay

As Senior Manager of Workforce Managed Services, You Have…

Completion of post-secondary education within a Technical program. A major in Mathematics or Statistics will be considered an asset
4+ years of supervisory experience
Previous Contact Center WFM experience
High proficiency with computers, excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems)
Exceptional verbal and written communication skills
Solid technical documentation, problem-solving and analytical skills
The ability to accommodate a flexible schedule
Ability for critic

📌 Senior Manager of Workforce Managed Services (Hyderabad)
🏢 Intouch CX
📍 Hyderabad