Senior Workforce Manager

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The Senior Workforce Manager leads the end‑to‑end Workforce Management (WFM) function for large‑scale, complex operations. This role ensures optimal staffing, forecasting accuracy, real‑time performance management, and strategic capacity planning to support operational excellence and meet client expectations.

Key Responsibilities

• Lead the WFM department including Forecasting, Scheduling, Real‑Time Management (RTA), Capacity Planning, and Reporting teams.
• Oversee the development and execution of long‑term and short‑term staffing strategies to meet service level goals and client requirements.
• Manage large‑scale WFM operations across multiple programs and clients, ensuring delivery of high‑quality support and insights.
• Review and validate forecasts, schedules, and staffing models using advanced WFM software and a...