Senior Manager - Workforce Management - International BPO

Looking for candidates only from international BPO experience in Workforce management department.

- Define and execute the departmental plans in alignment with Workforce Management strategy and client requirements.

- Oversee the end-to-end WFM process cycle, including forecasting, scheduling, intraday management, and reporting, ensuring efficiency and accuracy.

- Monitor key WFM metrics and analyze trends to identify risks, opportunities, and areas for improvement.

- Act as the primary point of contact for senior leadership and stakeholders, providing insights and recommendations on WFM related decisions.

- Manage escalations, resolve complex challenges, and provide guidance on critical decision-making.

- Drive standardization and alignment of WFM processes, tools, and practices across regions and programs, establishing frameworks and ensuring consistency in execution.

- Lead the implementation of new tools, technologies, policies, procedures, and methodologies to enhance WFM operations and organizational capabilities, setting clear priorities and ensuring that innovation aligns with strategic goals.

- Collaborate with cross-functional teams, including Operations, IT, Finance, and HR to ensure seamless integration of WFM processes.

- Participate in strategic planning, budgeting, and resource allocation processes to ensure WFM scalability and efficiency.

- Lead and mentor WFM managers.

- Should have experience in Billing & invoicing.

Location - Pune - Yerwada (Pick & drop available within the boundary ).

Mumbai - Malad west/ Goregaon.

We need from international BPO.

Shift - Candidian shift (Window - 5pm - 4am rotational off & rotational shift 5days working ).

Notice period - need candidates who are immediate joiners or can join in 15 - 20days max ) or Notice period buyout is available.