WFM Manager – BPO Industry

About the role

The Workforce Management (WFM) Manager will lead a team responsible for accurate forecasting, capacity planning, scheduling and performance analysis across multiple sites and skill sets. You will act as the senior account manager for key BPO clients, ensuring workforce strategies meet client goals and financial targets.

Key responsibilities

• Review capacity plans and schedules created by the team for accuracy and compliance with standards.
• Manage 2‑3 WFM Account Managers and act as senior account manager for strategic accounts.
• Lead strategy reviews to improve utilization and develop proactive staffing models.
• Collaborate with Business Development, Operations and clients to design new staffing and volume‑change models.
• Monitor call‑centre efficiency and customer‑service performance against client and financial objectives.
• Ensure planning and scheduling tools are correctly configured and maintained.
• Develop forecasts, resource plans and schedules for new programs.
• Design and implement continuous‑improvement projects with high impact.

Required profile

• Minimum 12 months experience as a WFM Account Manager with client‑facing responsibilities.
• Fluent English with strong written and verbal communication skills.
• Proven ability to manage people directly and mentor a team.
• Excellent organizational and project‑prioritization skills in a fast‑paced environment.
• Strong business acumen and ability to analyse large data sets to create strategic action plans.

Required skills

• IEX
• Teleopti
• CMS
• Genesys
• Microsoft Office (advanced)