Workforce Manager (Shared Service/BPO Exp)

SUMMARY

The Workforce Manager will report to the Head of Resource Data Management supporting global operations. This role is responsible for aligning workforce capacity with business needs, managing utilization rates, client volume, and financial targets. This role leads forecasting and workforce optimization efforts that support service delivery, revenue growth, and profitability. The manager ensures staffing strategies respond to business volume fluctuations, while also balancing workload distribution and employee wellbeing across service teams.

PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES:

Forecasting Based On Business Needs & Volume:

• Analyze historical data, client pipelines, and upcoming business activity to forecast demand volumes across services.
• Incorporate seasonality, client SLAs, project timelines, and business development projections into staffing forecasts.
• Partner with Sales, Finance, and Service Deliv...