Senior Manager, Workforce Management

Firstsource; Mumbai, Gurugram District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A global business process services partner is seeking a leader for Resource Planning in Mumbai. The role involves overseeing forecasting and scheduling for the UK market, implementing workforce management practices, and collaborating with cross-functional teams. Candidates should possess strong people management skills and experience with WFM tools like NICE and Verint. The position is also responsible for ensuring service delivery and performance metrics are met while creatively solving business challenges.

Qualifications

• Strong people manager and mature leader.
• Excellent communication skills and creative leadership.
• Experience with WFM tools.
• Understanding of statistical models and forecasting technologies.

Responsibilities

• Lead Resource Planning for UK Geo covering Forecasting and Scheduling.
• Implement effective WFM practices to address business challenges.
• Collaborate with stakeholders for WFM insights.
• Maintain governance over team performance.

Skills

People management

Communication skills

WFM tools (NICE, Verint, Aspect)

Statistical models

Six Sigma Certification

Job description

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

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 strong 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 strong governance over team performance and regularly reports progress to WFM leadership.

Skillset Requirement

• Fundamentally a strong people manager & mature leader
• Excellent communication skills, Creative, and should display effective thought leadership.
• Outcome focused, with thought clarity
• Experience working on WFM tools like NICE, Verint, Aspect and other leading WFOs
• Understanding of various statistical models and new gen technology used in Call centre forecasting and scheduling solutions.
• Six Sigma and COPC Certification will be an added advantage.
• Strong ownership and can-do attitude, dealing with ambiguity
• High IQ and EQ