Job Requirements

• Bachelor’s degree in business administration, Operations Management, or related field, preferred but not required
• 10+ years of experience in Workforce Management, with at least 5 years in a senior management role
• Proven track record of managing large-scale WFM operations for major clients
• Advanced proficiency in WFM software, analytics tools, and financial management systems
• Strong understanding of contact center operations, client relations, and vendor management
• Excellent leadership, communication, and problem-solving skills
• Experience in managing budgets and driving financial performance in WFM operations

Responsibilities

• Strategic Workforce Planning: Work with the WF Director to develop and Implement Strategic action plans for WFM operations 
• Financial Management and Performance: Manage the accounts Project Cash and Data accuracy and timeliness
• Client and Stakeholders Management: Anticipate and respond to client needs by identifying trends and preparing analyses to mitigate potential WFM performance gaps 
• Performance Analysis and Improvement: Manage discussions with GCOO and CFWM on Productivity Root causes and Performance Impacts 
• Team Leadership and Development: Direct the workload and oversee the performance and coaching of Workforce Managers 
• Technical Operations Management: Oversee the quality checks and audits of reports prepared by internal and external Audit teams 
• Other Duties and Responsibilities: Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for effective implementation, maintenance and continual improvement of the Quality Management System.