Workforce Manager – BPO

The Workforce Manager is responsible for overseeing workforce planning, forecasting, scheduling, real-time management, and reporting to ensure optimal staffing levels and service level performance across assigned accounts. This role plays a critical part in balancing operational efficiency, client expectations, and employee engagement in a fast-paced BPO environment.

Key Responsibilities

Workforce Planning & Forecasting

• Develop short-term and long-term forecasts based on historical data, seasonality, trends, and client demand.
• Partner with Operations and Clients to understand volume drivers, assumptions, and business changes.
• Create hiring and capacity plans aligned with growth and attrition projections.

Scheduling & Capacity Management

• Design and manage efficient schedules to meet service level agreements (SLAs) and key performance indicators (KPIs).
• Optimize staffing across shifts, sites, and prog...