Group Manager - WFM

Responsibilities

• Forecasting & Demand Planning
• Lead volume forecasting for inbound, outbound, back-office, and digital channels (chat/email/social)
• Incorporate client inputs, seasonality, promotions, and market trends into forecasts
• Own forecast accuracy at program and portfolio level
• Drive scenario planning for ramp-ups, transitions, and new business
• Capacity Planning & Budget Management
• Develop FTE plans aligned with contractual SLAs, revenue targets, and productivity goals
• Manage headcount planning, hiring plans, and training pipelines
• Ensure alignment with financial budgets, margin targets, and cost optimization goals
• Work closely with Finance on billing, revenue leakage, and utilization
• Scheduling Strategy & Optimization
• Oversee creation of efficient schedules considering shrinkage, occupancy, and coverage gaps
• Balance client SLAs vs employee experience (work-life balance, shift preferences)
• Manage multi-skill and multi-channel scheduling across programs
• Optimize break/lunch planning and shift rotations
• Real-Time Operations Management (RTA Command Center)
• Lead intraday performance management across multiple queues/programs
• Drive real-time decisions on queue rebalancing, overtime, VTO, and cross-skilling utilization
• Act as escalation point for service level risks, outages, and volume spikes
• Ensure adherence to schedule compliance and shrinkage controls
• Client & Stakeholder Management
• Act as the WFM SPOC for clients, participating in governance calls and business reviews
• Present WFM insights, risks, and action plans in Weekly/Monthly Business Reviews (WBR/MBR/QBR)Partner with Operations, Training, Quality, HR, and IT teams
• Build credibility as a trusted advisor on workforce strategy and optimization
• Performance Analytics & Reporting
• Own and publish key WFM metrics:Service Level (SL), ASA, Abandon Rate
• Forecast Accuracy (MAPE), Schedule AdherenceOccupancy, Shrinkage, Utilization
• Drive root cause analysis for misses and continuous improvement
• Team Leadership
• Lead a team of WFM Managers, Analysts, Schedulers, and RTAs
• Define clear KPIs, drive accountability, and improve team productivity
• Enable career growth through training, mentoring, and succession planning
• Build strong bench strength for scaling operations
• Process Excellence & Transformation
• Drive WFM maturity improvement initiatives (centralization, standardization)
• Implement automation, AI-driven forecasting tools, and digital WFM solutions
• Lead transition support for new client migrations and process expansions
• Establish best practices aligned with COPC / Six Sigma / Lean methodologies
• Governance, Compliance & Risk Management
• Ensure compliance with client SLAs, contractual obligations, and internal governance frameworks
• Manage audit readiness and process documentation
• Identify risks proactively and implement mitigation strategies
• Bachelor's degree (MBA or equivalent preferred)
• 10-15 years of experience in BPO/Contact Center
• WFM 5+ years in leadership role managing multiple programs/accounts
• Experience handling large-scale operations (500+ FTEs preferred)
• Exposure to global delivery models (US/UK/AU geographies)
• US Rotational Night Shift

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Company Intel

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