Senior Manager, APAC Workforce Planning

Job Summary

Senior Manager, APAC Workforce Planning – responsible for day‑to‑day workforce management operations across APAC.

Responsibilities

Real‑Time Management

Own real‑time management of the APAC operations, monitoring intraday activity and ensuring service level targets are met across all channels and workstreams. Act as the first point of contact for intraday escalations, making swift decisions to re‑balance resources and mitigate service impact. Monitor queue performance, agent adherence and contact volumes in real time, taking corrective action as required. Respond to business disruption events and prepare for peak periods including onsales and high‑demand events.

Scheduling

Build and maintain accurate schedules across all APAC workstreams, balancing operational requirements with agent availability and contractual constraints. Manage schedule change requests, exceptions and shrinkage to ensure coverage is maintained witho...