Found Description
Job Description
Role Overview
The Group Manager – WFM is responsible for leading workforce planning, scheduling, and real-time operations for inbound contact center functions. This role ensures optimal staffing, cost efficiency, and service level achievement through data‑driven capacity planning, forecasting, and strategic workforce optimization.
Key Responsibilities
- Capacity Planning & Forecasting
- Develop short‑term and long‑term workload forecasts (call volume, AHT, shrinkage).
- Build and maintain capacity plans aligned with business demand and growth projections.
- Conduct scenario planning (seasonality, campaigns, unexpected spikes).
- Collaborate with business teams to align hiring plans with capacity requirements.
- Ensure optimal staffing models to meet SLAs (Service Level, ASA, Abandonment).
- Scheduling & Workforce Optimization
- Oversee cr...