Senior Engineer - Cloud & Infra Management

Workforce Management WFM Manager

Role Purpose

To own workforce planning capacity management forecasting scheduling and staffing strategy for the 24x7 sales operation while ensuring the business remains adequately staffed to achieve client commitments

Key Responsibilities

Forecast callchat demand and staffing requirements

Build monthly weekly and daily staffing plans

Create and manage rosters across 24x7 operations

Manage shrinkage planning and staffing optimization

Drive occupancy utilization and staffing efficiency

Partner with Operations Managers and Leadership Teams

Publish workforce reports and business insights

Identify staffing risks and mitigation plans

Preferred Experience

8 years in Workforce Management or Contact Center Operations

Strong experience in forecasting capacity planning and scheduling

Experience supporting 24x7 global operations

Strong stakeholder management and reporting skills

Advanced reporting and workforce planning capabilities