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 prospect 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 fast-paced, hectic, changing environment

Ability to adhere to all organizational policies and procedures

Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

Strategic thinking skills

Experience planning and monitoring for results

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