Manager Workforce Management

The Associate Head, Workforce Management, is responsible for leading the strategic direction, governance, and performance of the WFM function across multiple business units or sites. This includes long-term and tactical planning, forecasting accuracy, scheduling efficiency, and real-time management to consistently achieve service and cost targets.

In addition, the role carries financial accountability for WFM-driven revenue levers, including revenue accruals, invoicing governance, and driving revenue realization through accurate staffing, capacity planning, and SLA delivery. The role requires strategic leadership, strong analytical capabilities, stakeholder influence, and the ability to link workforce strategies with commercial outcomes.

Key Responsibilities

1. Strategic Workforce Management Leadership

• Own and execute the enterprise WFM strategy in alignment with business growth, client commitments, and operational transformation initiatives.

• Lead annual, quarterly, and monthly capacity planning cycles, contributing directly to hiring plans, operating models, and cost structures.

• Ensure governance over forecasting accuracy, staffing supply/demand planning, and long-term operational predictability.

2. Commercial & Revenue Ownership

• Own revenue planning and revenue assurance related to workforce metrics (billing hours, productive hours, paid FTEs, and delivery adherence).

• Manage accurate monthly revenue accruals, ensuring compliance with billing models (per FTE, per hour, per transaction, hybrid).

• Ensure timely and correct invoice inputs and approvals by partnering with Finance, Operations, and client teams.

• Track, report, and drive monthly revenue realization, highlighting gaps and ensuring corrective actions.

• Partner with Commercial/Finance teams to review pricing structures, volume assumptions, and contract requirements that impact revenue.

• Recommend optimization strategies that enhance both service delivery and revenue performance.

3. Operational Excellence & Delivery Governance

• Oversee Scheduling, Capacity Planning, Forecasting, and Real-Time teams to ensure operational stability.

• Drive optimization of shrinkage, occupancy, schedule effectiveness, and AHT through structured initiatives.

• Lead performance governance through daily, weekly, monthly, and quarterly review mechanisms.

• Ensure risk mitigation for outages, staffing variances, and demand fluctuations through proactive planning.

4. Analytics, Insights & Optimization

• Champion advanced scenario modeling and forecasting methodologies.

• Identify and execute efficiency initiatives such as automation, tool upgrades, process redesign, and resource optimization.

• Collaborate with analytics and technology teams to evolve WFM reporting, dashboards, and predictive capabilities.

5. Stakeholder Management & Executive Communication

• Function as the senior WFM partner to leadership-level stakeholders, global clients, and internal leadership teams.

• Lead strategic interactions with client planning teams, presenting insights, recommendations, and risk management plans.

• Drive consensus and influence key decisions related to staffing, operational strategy, revenue impact, and financial outcomes.

• Lead QBRs with a combined focus on operational, forecasting, and commercial performance.

6. Team Leadership & Capability Building

• Lead a multi-layered WFM organization covering real-time, scheduling, forecasting, and capacity planning.

• Responsible for talent management, skill enhancement, succession planning, and team engagement.

• Ensure standardization and capability uplift across WFM teams through training and competency frameworks.

• Foster a culture of analytical rigor, accountability, and continuous improvement.

7. Cross-Functional Collaboration

• Work closely with Operations, HR, Finance, Training, Technology, and Commercial teams to align business priorities.

• Influence hiring strategies, operational interventions, and long-term capability planning.

• Ensure WFM inputs directly support cost-to-serve optimization and improved customer experience.

Knowledge, skills & competencies required

Functional Expertise

• Deep understanding of WFM concepts, tools, forecasting models, and operational processes.

• Strong knowledge of Contact Centre performance metrics such as shrinkage, FTE modeling, AHT, SLA, occupancy, and revenue drivers.

• Ability to design and govern large-scale WFM processes across multi-LOB or multi-site environments.

• Strong analytical and strategic thinking with the ability to convert data into insights and commercial impact.

Leadership & Decision-Making

• Demonstrated experience making high-impact decisions involving operational and commercial outcomes.

• Ability to lead diverse teams, manage complexity, and drive transformation.

• Strong governance mindset with the ability to build scalable WFM systems and processes.

Customer & Stakeholder Focus

• Strong client orientation with the ability to handle complex and challenging conversations.

• Consistently aligns WFM and business actions with customer expectations and contractual obligations.

• Proven ability to manage global stakeholders across geographies such as India and the UK.

Communication & Influencing Skills

• Capable of translating analytical insights into clear, actionable recommendations.

• Skilled at influencing senior leaders and cross-functional teams to align with strategic decisions.

• Builds trust-based relationships that enhance collaboration and decision-making.

Interpersonal & Collaboration Skills

• Strong interpersonal skills with the ability to lead through influence.

• Creates an environment of transparency, teamwork, and shared success.

• Supports team members and cross-functional groups to achieve collective outcomes.

Education & Experience required-

• Graduation required; Post-Graduation or MBA preferred.

• Strong MS Office knowledge; proficiency in WFM and BI tools will be preferred.

Experience

• 14–16+ years of experience in the contact centre industry.

• 5–7+ years of core WFM leadership, including multi-site or multi-business leadership.

To get your interview aligned, please contact on below mentioned details: -

Recruiter: Hemant Rao

Mob:

Email: