WFM (Multiple Campaigns)

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: TYPE OF WORK

Full Time

: SALARY

6

: HOURS PER WEEK

TBD

: DATE UPDATED

Aug 25, 2026

JOB OVERVIEW

Role Overview

We are looking for a highly skilled and strategic Workforce Manager to join us. In this role, you will be responsible for overseeing the forecasting, scheduling, and real-time management of our contact center operations. You will act as a critical partner to our Operations team, ensuring that we meet our Service Level Agreements (SLAs) while optimizing staff utilization, managing shrinkage, and driving operational efficiency.

The ideal candidate is highly analytical, decisive, and has a proven track record of managing workforce operations in a dynamic, high-volume environment.

Key Responsibilities
Forecasting & Capacity Planning: Develop accurate short-term and long-term volume, Average Handle Time (AHT), and staffing forecasts to ensure optimal headcount across multiple queues and channels (voice, chat, email).

Scheduling: Oversee the creation and optimization of schedules to meet anticipated contact volumes while balancing employee needs and minimizing overtime.

Real-Time Management: Lead the real-time monitoring team to track intraday performance. Make immediate operational adjustments to staffing and routing to ensure SLAs and abandonment rate targets are met.

Reporting & Analytics: Generate, analyze, and present daily, weekly, and monthly reports on key performance metrics (Service Level, Occupancy, Shrinkage, Schedule Adherence).

Stakeholder Collaboration: Partner closely with Operations, Training teams to align on hiring plans, nesting schedules, and offline activities (coaching, team meetings) without compromising service levels.

Process Improvement: Identify bottlenecks and inefficiencies in current WFM processes and implement data-driven solutions to improve overall productivity.

Team Leadership: Mentor, train, and lead a team of Workforce Analysts and Real-Time Analysts (RTAs).
Qualifications & Work Experience

Experience:

Minimum of 3–5 years of dedicated experience in Workforce Management within a BPO or contact center environment.
Leadership: At least 2 years of experience in a WFM leadership role, directly overseeing analysts or schedulers.

Technical Proficiency: Strong hands-on experience with industry-standard WFM software (e.g., NICE IEX, Verint, Calabrio, Aspect/Alvaria, or similar tools).

Data Skills: Advanced proficiency in Microsoft Excel or Google Sheets (pivot tables, complex formulas, macros/VBA is a plus) for data modeling and reporting.

Analytical Thinking: Exceptional analytical skills with the ability to translate complex data into actionable operational strategies.

Communication: Excellent written and verbal English communication skills, with the ability to present data confidently to senior leadership.

Adaptability: Proven ability to thrive in a fast-paced, high-pressure environment and pivot strategies quickly during unforeseen volume spikes or system outages.

SKILL REQUIREMENT

Bpo Operations Management Workforce Management Staffing

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Job Post	Reporter	Rank	Reason	Date

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WFM (Multiple Campaigns)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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