Workforce Manager

About the Role

We seek a highly skilled and strategic Workforce Management (WFM) Manager to lead forecasting, scheduling, real-time management, and staffing optimization. This role plays a critical part in ensuring operational efficiency, workforce cost optimization, and client satisfaction, while aligning workforce strategies with financial performance objectives.

As a WFM Manager, you will be responsible for balancing staffing levels, financial planning, and workforce performance metrics to maximize profitability while maintaining service excellence. You will collaborate with cross-functional teams—including Operations, Finance, HR, and IT—to optimize resource allocation, control labor costs, and drive strategic workforce decisions.

If you are an analytical, financially savvy leader with expertise in workforce forecasting, scheduling, and cost management, this is an excellent opportunity to drive impact at a global level.

Responsibilities

Workforce Planning & Optimization

• Develop and implement
  strategic workforce plans
  that align staffing needs with business objectives and client expectations.
• Oversee
  long-term forecasting, scheduling, and real-time management
  to ensure proper resource allocation.
• Lead
  staffing optimization efforts
  , ensuring the right balance between service levels, workforce efficiency, and labor costs.
• Improve workforce allocation models by analyzing
  historical data, demand trends, and utilization rates
  .

Financial Oversight & Cost Optimization

• Work closely with
  Finance and Operations
  to ensure workforce strategies align with
  budgetary constraints and revenue goals
  .
• Develop
  cost-effective staffing strategies
  that minimize overhead while maintaining operational excellence.
• Monitor and
  analyze labor costs, productivity rates, and financial KPIs
  to identify opportunities for cost reduction.
• Establish and enforce
  WFM financial performance benchmarks
  , tracking variances and recommending corrective actions.

Performance Monitoring & Data Analysis

• Analyze workforce performance metrics
  (occupancy, shrinkage, attrition, adherence, service levels, etc.) to drive continuous improvement.
• Provide
  data-driven insights
  to stakeholders, enabling informed decision-making on staffing levels and business needs.
• Develop
  detailed financial and workforce reports
  , presenting cost-benefit analyses and efficiency recommendations.

Client & Stakeholder Engagement

• Act as the
  primary WFM liaison
  for clients, ensuring transparency in workforce performance and financial reporting.
• Conduct
  business reviews and performance discussions
  with key stakeholders, offering insights and strategic workforce recommendations.
• Collaborate with
  Operations, HR, IT, and Finance
  to enhance workforce planning efficiency.

Process Standardization & Continuous Improvement

• Utilize
  Lean Six Sigma methodologies
  to
  streamline workforce planning processes
  and reduce inefficiencies.
• Develop and enforce
  best practices
  for workforce management, cost control, and scheduling accuracy.
• Lead
  automation initiatives and process optimizations
  to enhance workforce efficiency.

Qualifications

• Education & Certifications: Bachelor's degree in Business Administration, Finance, Engineering, Mathematics, or a related field.
• Minimum 2+ years of experience in Workforce Management in a leadership position, in a BPO service environment.
• Proven experience in financial analysis, workforce optimization, and labor cost management.
• Expertise in forecasting, scheduling, real-time management, and workforce analytics.
• Strong background in capacity planning and workforce cost control strategies.
• Proficiency in workforce management software (e.g., IEX, Aspect, NICE, BMS, Verint, Genesys, Cx-One).
• Advanced Excel and financial modeling skills for workforce cost forecasting and reporting.
• Strong knowledge of statistical analysis, data visualization, and financial performance metrics.
• 85% English proficiency (spoken and written) for effective communication with global clients and stakeholders.
• Excellent negotiation, stakeholder management, and leadership skills.
• Ability to thrive in a fast-paced, high-pressure environment while managing multiple priorities.

Why Join Us?

Global Impact
– Work with a leading BPO company, optimizing large-scale workforce operations.

Career Growth
– Access development programs, mentorship, and leadership opportunities within Workforce Management.

Financial & Strategic Exposure
– Work closely with senior management on budgeting, labor cost control, and financial planning.

Competitive Compensation & Benefits
– Enjoy a rewarding career with a competitive salary, special benefits, private health insurence and professional development support.