Senior Manager, Workforce Management

Responsibilities

• Define and own the end-to-end WFM vision, roadmap, and maturity across forecasting, capacity planning, adherence, scenario modelling, and cost management, ensuring alignment with customer experience goals while representing WFM in cross-functional planning and leadership forums.
• Drive supply-versus-demand alignment and BPO partnerships by managing every forecast change with intent, assessing downstream impacts on headcount, skill availability, ramp timelines, quality risk, and contractual obligations, and engaging BPO partners proactively before changes are finalized.
• Establish adherence strategy, targets, and governance by maturing adherence management into a structured, measured discipline, owning intraday management protocols, and driving accountability across all BPO partners.
• Build and mature the Workforce Management function by developing internal WFM capability through structured training and knowledge sharing across operational teams, mentoring less experienced team members, and setting the standard for professionalism and proactive communication.

Requirements

• Bachelor's degree or equivalent, preferably in business, operations management, data analytics, or a related field.
• Proven experience with 8+ years in workforce management, capacity planning, or operational planning within customer service, BPO, gaming, technology, or high-volume service environments, including at least 3 years' experience in a senior or mentorship capacity.
• Have a consistent track record of owning end-to-end WFM functions including volume forecasting, capacity planning, scheduling governance, adherence management, and cost optimization in complex, multi-site, multi-vendor operations.
• Demonstrate experience managing BPO partnerships from a WFM perspective covering supply-demand alignment, contractual obligation management, and proactive stakeholder communication where every forecast change is managed with intent and consequence awareness.
• Possess strong expertise in scenario-based forecasting and modeling, building sc

Additional Information

At Rockstar Games, we create world-class entertainment experiences. Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry. Rockstar is on the lookout for a strategic and outcome focused Senior Manager, Workforce Management who thrives on turning complex operational learning opportunities into scalable, high-performing systems. This hire will own the workforce management function across our global live agent operations - driving forecasting excellence, capacity planning, BPO partnership, and cost optimization at a scale where every decision directly impacts millions of players worldwide. This is a full-time, in-office position based in Rockstar's large game development studio in Bangalore, India. WHAT WE DO The Rockstar Games Customer Experience Team focuses on improving the relationship between our games and our players with the goal of delivering a continuous, outstanding support experience. We contribute to the brand by helping to improve the overall player experience. We provide global support operations across multiple languages, channels, and locations. We ensure the right people, with the right skills, are in the right place, at the right time - powering live agent operations that serve one of the most passionate player communities in the world.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Rockstar Games? Share your experience