Associate Director Workforce Management Mumbai

First Source; Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

First Source is seeking a senior Workforce Management leader to oversee forecasting, scheduling, and staffing for the UK Geo. You will partner with sales, operations, and support teams to implement efficient WFM practices aligned with service levels and cost targets.

Responsibilities include developing long-term forecasts and budgets, evaluating staffing models, mentoring the WFM team, and delivering insights to maximize revenue and control costs while maintaining governance over performance.

Responsibilities

• Leads the Resource Planning function for the UK Geo, encompassing Forecasting and Scheduling for the organization.
• Develops and implements effective Workforce Management (WFM) practices to address business challenges.
• Collaborates closely with cross-functional stakeholders and supports the Sales team with WFM insights and planning support.
• Builds partnerships with contact center operations, business unit leadership, and corporate support teams to forecast and schedule.
• Designs and presents forecasting, scheduling, and staffing models to communicate the impact on service delivery and costs.
• Oversees the creation and execution of long‑term forecasts and workforce budgets at organizational and site levels.
• Identifies technological requirements and leads implementation of relevant tools and process improvements.
• Ensures service operations meet service level agreements, cost targets, and performance metrics through optimized recruiting and staffing.
• Defines, communicates, and continuously evaluates role expectations for direct reports; mentors team members to improve performance based on key metrics.
• Identifies opportunities to enhance scheduling efficiency, forecasting accuracy, and adaptability to changing business and client requirements.
• Engages regularly with Operations teams to review long‑ and short‑term forecasts, assess procedural changes, and address staffing issues.
• Provides timely insights to WFM Service Delivery teams to support revenue maximization and cost optimization.
• Manages the WFM team within the allocated budget while proactively identifying opportunities to reduce costs.
• Maintains robust governance over team performance and regularly reports.

Job description

Job Responsibilities

• Leads the Resource Planning function for the UK Geo, encompassing Forecasting and Scheduling for the organization.
• Develops and implements effective Workforce Management (WFM) practices to address business challenges.
• Collaborates closely with cross-functional stakeholders and supports the Sales team with WFM insights and planning support.
• Builds solid partnerships with contact center operations, business unit leadership, and corporate support teams to understand and fulfill forecasting and scheduling needs.
• Designs and presents various forecasting, scheduling, and staffing models to evaluate and communicate the impact on service delivery and costs.
• Oversees the creation and execution of long‑term forecasts and workforce budgets at both organizational and site levels.
• Identifies technological requirements within the scope of responsibilities and leads implementation of relevant tools and process improvements.
• Ensures service operations, including contact centers and other support functions, meet service level agreements, cost targets, and performance metrics through optimized recruiting and staffing strategies.
• Defines, communicates, and continuously evaluates role expectations for direct reports; mentors team members to improve individual and team performance based on key metrics.
• Identifies opportunities to enhance scheduling efficiency, forecasting accuracy, and adaptability to changing business and client requirements.
• Engages regularly with Operations teams to review long‑ and short‑term forecasts, assess the impact of procedural changes, and address staffing and operational performance issues.
• Provides timely insights to WFM Service Delivery teams to support revenue maximization and cost optimization.
• Manages the WFM team within the allocated budget while proactively identifying opportunities to reduce costs.
• Maintains robust governance over team performance and regularly reports.