Senior Workforce Manager

About the role

A dedicated technology care provider client is looking for an experienced Senior Workforce Manager to lead its Workforce Management function. The role is hands-on: you will build and establish core WFM processes from the ground up, including forecasting, capacity planning, scheduling, real-time management and reporting, and work closely with the client's operational and business leadership teams.

Key responsibilities

• Lead the development and management of the Workforce Management function and partner with client leaders to align workforce plans with business objectives.
• Build and document workforce management processes, standards and operating procedures.
• Develop forecasting methodologies and staffing models, and create short- and long-term capacity plans; monitor forecast accuracy.
• Set scheduling standards, oversee real-time performance and recommend staffing changes, and build intraday management and escalation processes.
• Define and monitor KPIs such as shrinkage, occupancy, adherence, service levels, productivity and forecast accuracy, and design dashboards and executive reports.
• Support the implementation and optimisation of workforce tools, including Calabrio, and coach and develop the WFM team as it grows.

Required profile

• 8+ years of Workforce Management experience in a contact center, customer support or BPO environment.
• 5+ years of leadership experience managing workforce planning functions or teams.
• Demonstrated end-to-end WFM experience and experience building forecasting methodologies, staffing models, KPI frameworks and workforce processes.
• Preferred: experience building WFM processes in a new or growing environment, Calabrio experience, and experience with technology, technical support, SaaS or customer care operations.

Required skills

• Strong analytical, problem-solving and decision-making skills.
• Advanced Excel skills and experience with workforce management technologies.
• Excellent communication and stakeholder management skills.