Strategic WFM Lead, Contact Center Scheduling

genpact; Hyderabad City Taluka; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A global technology services firm in Pakistan seeks a Senior Manager for Workforce Management in their Contact Center. The candidate will oversee planning, scheduling, and operational activities to ensure efficiency and service goals. Strong analytical and problem-solving skills are required, alongside a Bachelor's degree and extensive experience in workforce management. Join a dynamic team focused on driving innovation and operational excellence.

Benefits

Hands-on experience in AI and automation

Career acceleration opportunities

Mentorship and continuous learning

Qualifications

• Experience with Contact Center Workforce Management.
• Ability to manage multiple tasks in a fast-paced environment.
• Proficient in statistical analysis and forecasting.

Responsibilities

• Lead the Contact Center planning and staffing process.
• Manage operational activities including forecasting and scheduling.
• Communicate adjustments to workforce requirements based on forecasts.

Skills

Analytical skills

Problem-solving skills

Excellent communication

Advanced mathematical skills

Leadership skills

Education

Bachelor’s Degree

Tools

Workforce Management Software (Verint preferred)

MS Excel

MS PowerPoint

Job description

A global technology services firm in Pakistan seeks a Senior Manager for Workforce Management in their Contact Center. The candidate will oversee planning, scheduling, and operational activities to ensure efficiency and service goals. Strong analytical and problem-solving skills are required, alongside a Bachelor's degree and extensive experience in workforce management. Join a dynamic team focused on driving innovation and operational excellence.