International SOS
Website:
internationalsos.com
Job details:
Overall Purpose of the Job
The Workforce Management (WFM) Manager is responsible for leading end-to-end workforce planning, forecasting, scheduling, and real-time performance management to ensure optimal staffing and service delivery outcomes.
This role drives operational efficiency through data-driven insights, ensuring alignment between workforce supply and business demand while maintaining service level agreements (SLAs), productivity, and cost targets. And acts as a strategic partner to Service Delivery and leadership teams, providing actionable insights on headcount planning, capacity modeling, and operational performance
Key Responsibilities
- Develop short-term and long-term volume forecasts using historical trends, business inputs, and predictive models
- Translate forecasts into hiring plans, staffing models, and capacity plans
- Partner with TA and HR on headcount ramp-up plans (especially for new site build / expansion)
- Oversee creation and optimization of schedules to meet SLAs and operational targets
- Ensure efficient allocation of resources across shifts (24/7 operations where applicable)
- Manage shrinkage assumptions (leave, training, absenteeism) into workforce plans
- Oversee real-time monitoring of queues, staffing levels, and service performance
- Drive intraday management actions (reallocation, overtime, shift adjustments)
- Ensure adherence to schedules and improve productivity metrics
- Own WFM reporting framework including:
- Service levels, occupancy, utilization
- Forecast accuracy
- Schedule adherence
- Attrition and shrinkage trends
- Provide insights and recommendations to improve operational efficiency and cost management
- Ensure data accuracy across systems (WFM tools, payroll inputs, reporting dashboards)
- Partner closely with Service Delivery, Finance, and HR on workforce strategy and performance
- Present WFM insights and recommendations to leadership and clients (where applicable)
- Act as escalation point for workforce-related challenges
- Own and optimize WFM tools (e.g., eWFM, Avaya, Verint, NICE, etc.)
- Drive continuous improvement in WFM processes, automation, and reporting
- Ensure governance and standardization across scheduling, reporting, and workforce processes
- Lead, coach, and develop WFM analysts and scheduling teams
- Set performance targets and ensure delivery of accuracy and timeliness (e.g., >95% reporting accuracy benchmark
- Build a high-performing, data-driven WFM function
Key Metrics / Success Measures
- Service Level / SLA achievement
- Forecast accuracy
- Schedule adherence & shrinkage control
- Cost per FTE / staffing efficiency
- Reporting accuracy and timeliness
- Attrition & headcount planning effectiveness
Requirements
- Strong analytical and problem-solving skills with advanced Excel capability (mandatory)
- Experience with WFM systems (e.g., NICE, Verint, Avaya, eWFM)
- Ability to translate data into actionable business insights
- Strong stakeholder management and communication skills
- Ability to operate in a fast-paced, high-growth / greenfield environment
- High attention to detail with strong governance mindset
Qualifications
- 6–10 years of experience in Workforce Management within a contact center / BPO / service operations environment
- Bachelor’s Degree in Business, Analytics, Statistics, or related field
- Proven experience in forecasting, scheduling, and real-time operations
- Experience managing teams and stakeholder engagement
Required Languages
- Good spoken and written English language skills
Travel Requirements
- Occasional travel is needed.
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