General Manager - WFM

Responsibilities

• Strategic Leadership
• Define and drive the overall WFM strategy aligned with organizational goals.
• Partner with Operations, Finance, HR, and Technology teams to support business growth and transformation initiatives.
• Lead large, multi-location WFM teams with strong governance and accountability.
• Forecasting & Capacity Planning
• Own short-term, mid-term, and long-term volume forecasting across processes.
• Translate business demand into accurate capacity plans considering productivity, shrinkage, and attrition.
• Drive scenario planning for new business, seasonality, and demand volatility.
• Scheduling & Resource Optimization
• Oversee schedule design, shift optimization, and staffing models to maximize efficiency.
• Ensure adherence to SLAs, KPIs, and regulatory requirements.
• Continuously improve schedule efficiency and occupancy.
• Real-Time Management (RTM)
• Ensure effective real-time monitoring of queues, productivity, and service levels.
• Lead proactive decision-making to manage intraday risks and volume variances.
• Establish strong governance for adherence and exception management. Performance Management & Analytics
• Track and analyze WFM KPIs such as forecast accuracy, schedule efficiency, shrinkage, occupancy, and service levels.
• Provide actionable insights and dashboards to senior leadership.
• Drive data-backed decision-making across operations.
• Process Improvement & Transformation
• Identify automation and digitization opportunities within WFM.
• Lead transformation initiatives including tool upgrades and advanced analytics.
• Standardize WFM processes across accounts and geographies.
• Stakeholder Management
• Act as the single point of contact for WFM at a leadership level.
• Present capacity plans, risks, and performance insights to senior management and clients.
• Influence decision-making through strong business acumen and data storytelling.
• People Leadership
• Build a strong leadership pipeline within WFM.
• Drive capability building, training, and succession planning.
• Foster a high-performance and continuous improvement culture.
• Key Skills & Competencies
• Strong expertise in Forecasting, Capacity Planning, Scheduling, and RTM
• Deep understanding of contact center / operations environment
• Excellent analytical and problem-solving skills
• Strong stakeholder and executive communication skills
• Experience in large-scale operations and multi-client environments
• Ability to manage ambiguity and high-pressure situations
• Strong people leadership and coaching skills
• Preferred Experience & Qualifications
• 12-18+ years of experience in Workforce Management or Operations Planning
• Minimum 5-7 years in a senior leadership role managing large WFM teams
• Exposure to WFM tools (e.g., NICE, Verint, Genesys, IEX, Aspect, etc.)
• MBA / Postgraduate degree preferred
• Experience in BPO / Shared Services / Contact Center environments Key Success Metrics
• Forecast accuracy
• Service level achievement
• Schedule efficiency & occupancy
• Cost optimization
• Attrition and shrinkage control
• Stakeholder satisfaction
• US Rotational Night Shift

Additional Information

Role Purpose - The General Manager - Workforce Management is responsible for leading end-to-end WFM strategy across forecasting, capacity planning, scheduling, real-time management, and performance optimization. The role ensures optimal workforce utilization, cost efficiency, service level adherence, and continuous improvement aligned with business objectives.

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Company Intel

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