Job description 

Job Summary:
The Senior Manager of Workforce Management (WFM) and Analytics plays a pivotal role in planning and
optimizing our contact center operations. This role requires expertise in managing and planning
forecasts for contact center operations, meticulous cost management, and proficiency in using
forecasting and analytic tools. The Senior Manager will lead a team responsible for ensuring efficient
staffing and resource allocation to meet service level objectives and improve overall operational
performance.
Key Responsibilities:
1 Forecasting & Planning:
1.1 Develop and maintain contact center forecasting models to predict workload, service demand,
and staffing requirements.
1.2 Collaborate with relevant departments to gather historical data and market trends to refine
forecasting models.
1.3 Ensure accurate and timely forecasts to support optimal staffing levels.

2 Cost Management:
2.1 Oversee the development of budgets, labor cost modeling, and cost analysis for contact center
operations.
2.2 Identify cost-saving opportunities and implement strategies to maximize operational efficiency.

3 Resource Allocation:
3.1 Monitor real-time data and allocate resources as needed to ensure service level targets are met.
3.2 Optimize scheduling to balance staffing levels with operational demand.

4 Tool Expertise:
4.1 Utilize advanced workforce management software and tools to create schedules, monitor
adherence, and report on key performance indicators.
4.2 Stay updated on industry-standard tools and continuously improve tool proficiency.

5 Analytical Insights:
5.1 Leverage analytics tools, including Excel, Python, R to extract actionable insights from data,
improving contact center performance and efficiency.

Classification: Internal
6 Team Leadership:
6.1 Lead, mentor, and develop a team of WFM professionals, fostering a culture of collaboration,
accountability, and continuous improvement.
7 Collaboration:
7.1 Collaborate with cross-functional teams to align workforce strategies with business goals.
7.2 Provide data-driven recommendations to support strategic decisions.
8 Qualifications:
8.1 Bachelor's degree in a relevant field. Advanced degree is a plus.
8.2 A minimum of 2-3 years of experience in workforce management, contact center planning, and
cost management. (E-Commerce experience would be an added advantage)
8.3 Proficiency in using industry-standard forecasting and workforce management tools.
8.4 Strong analytical skills and hands-on experience with data analytics tools, especially Python.
8.5 Demonstrated leadership and team management experience.
8.6 Excellent communication and collaboration skills.
8.7 Ability to adapt to a dynamic, fast-paced environment.
9 Additional Information:
This role may require occasional flexible hours to accommodate contact center shifts and real-time
monitoring.
If youre a highly motivated, analytical thinker with a passion for optimizing contact center operations
and leading teams, we encourage you to apply for this Senior Manager - WFM & Analytics role. Join us in
our mission to deliver exceptional customer service and drive operational excellence.