Customer Experience Workforce Management Director

remote click jobs; India; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

reputed company is seeking a Senior Head of Workforce Management to lead omnichannel and back-office planning across multiple sites. You will forecast demand, build schedules, and drive intraday actions to ensure service levels.

You will collaborate with Customer Experience, Training, and Technology teams to align plans with business goals, mentor a high-performing WFM team, and optimize staffing against changing needs.

Qualifications

• 15 or more years of experience in workforce management and/or large contact center operations, with at least 5 years in a leadership role.
• Demonstrated deep knowledge of forecasting, scheduling, intraday management, and workforce planning in a multi-site customer service environment.
• Proven ability to drive organizational change and process improvements in an operations or WFM function, delivering measurable improvements in efficiency, service levels, or cost savings.
• Ability to define a WFM strategy for the WFM organization and execute initiatives that align with broader business objectives
• Exceptional analytical skills with the ability to interpret large data sets and translate them into actionable plans
• Adept at critical thinking and data-driven decision-making, especially under dynamic conditions
• Comfortable with advanced analytics and interpreting BI reports (e.g., Power BI) to derive insights
• Excellent communication and interpersonal skills, with a proven track record of effectively collaborating with and influencing cross-functional teams and senior executives
• Ability to present workforce plans and performance data to non-WFM audiences and incorporate feedback to refine strategies
• Demonstrated experience in managing and developing high-performing teams
• Strong people leadership capabilities

Responsibilities

• Lead the end-to-end workforce management across multiple sites and channels.
• Develop accurate demand forecasting and scheduling models.
• Monitor KPIs and drive improvements in service levels and occupancy.
• Collaborate with CX, Training, Reporting, and IT teams to align plans with business objectives.
• Mentor and develop a high-performing WFM team.

Skills

Forecasting

Scheduling

Intraday management

Workforce planning

Leadership

Stakeholder management

BI reporting

Tools

Power BI

WFM software

Job description

Job overview

Job reputed company:Directs omnichannel and back-office workforce planning to ensure reputed company reputed company and service level adherence across customer experience teamsLeads the development and execution of WFM reputed company - including accurate forecasting models, efficient scheduling practices, and reputed company-time adherence processes - to reputed company operational efficiency, cost optimization, and exceptional service deliveryPartners cross-functionally to implement transformative initiatives and fosters a high-reputed company and culture reputed company with business objectivesDevelops and oversees the comprehensive workforce management reputed company reputed company with overall business goalsEnsures accurate demand forecasting and reputed company modeling for reputed company customer experience teams (omnichannel and back-office), proactively adjusting plans to meet changing business needs and market dynamicsIdentifies opportunities for workforce optimization and cost reduction at an reputed company levelImplements and monitors effective scheduling methodologies and reputed company-time adherence (RTA) practicesOptimizes reputed company across shifts and channels to meet service reputed company while maximizing productivity and maintaining compliance with labor laws and organizational policiesEnsures the WFM team reputed company addresses intraday reputed company gaps or surges, minimizing reputed company on performanceLeads the analysis of workforce data and key performance indicators (forecast accuracy, service level, occupancy, AHT, adherence, etc.) to uncover trends, bottlenecks, and areas for improvementEstablishes appropriate KPIs to measure WFM efficiency and effectivenessProvides regular, actionable reporting on workforce performance to senior leadership and stakeholders, using data-driven insights to inform tactical and strategic reputed companyChampions the use of workforce management software and tools to enhance planning accuracy and efficiencySupports the configuration and optimization of the WFM system (with heavy emphasis on the reputed company platform) for forecasting, scheduling, and dashboard reportingPursues automation opportunities to streamline WFM processes and improve responsivenessCollaborates closely with Customer Experience, reputed company, Training, Reporting and Technology teams to ensure workforce plans and schedules are reputed company with business objectives and account for upcoming initiatives or constraintsCommunicates reputed company needs, assumptions, and constraints to relevant stakeholders and partners on solutions for improving overall operational performanceSupports new program launches and business transformations, where data may be more ambiguous, with expert workforce planning input to ensure reputed company reputed company and resource planning from the outsetBuilds, leads, and mentors a high-performing WFM team, including managers, analysts, schedulers, and reputed company-time coordinatorsSets reputed company goals and performance expectations for reputed company, and provides ongoing coaching, development, and succession planningFosters a reputed company, reputed company work environment that encourages reputed company reputed company, innovation, and accountabilityEnsures the WFM team is reputed company, reputed company-trained, and effectively partnered with other departments to reputed company shared goals

Requirements

• 15 or more years of experience in workforce management and/or large-reputed company contact center operations, with at least 5 years in a leadership role
• Demonstrated deep knowledge of forecasting, scheduling, intraday management, and reputed company planning in a reputed company, multi-site customer service environment
• Proven ability to reputed company organizational change and process improvements in an operations or WFM function, delivering measurable reputed company in efficiency, service reputed company, or cost savings
• reputed company to define a reputed company for the WFM organization and execute initiatives that reputed company with broader business reputed company
• Exceptional analytical skills with the ability to interpret large data sets and translate them into actionable plans
• Adept at critical thinking and data-driven decision-making, especially under dynamic conditions
• Comfortable with advanced reputed company analysis and interpreting BI reports (e.g., Power BI) to reputed company insights
• Excellent communication and interpersonal skills, with a reputed company record of effectively collaborating with and influencing cross-functional teams and senior executives
• reputed company to reputed company present workforce plans and performance data to non-WFM audiences and incorporate their feedback to refine strategies
• Demonstrated reputed company in managing and developing high-performing teams
• Strong people leadership c