General Manager - WFM

Role Purpose - The General Manager – Workforce Management is responsible for leading end-to-end WFM strategy across forecasting, capacity planning, scheduling, real-time management, and performance optimization.

The role ensures optimal workforce utilization, cost efficiency, service level adherence, and continuous improvement aligned with business objectives.

Key Responsibilities

Strategic Leadership

• Define and drive the overall WFM strategy aligned with organizational goals.

• Partner with Operations, Finance, HR, and Technology teams to support business growth and transformation initiatives.

• Lead large, multi-location WFM teams with strong governance and accountability.

Forecasting & Capacity Planning

• Own short-term, mid-term, and long-term volume forecasting across processes.

• Translate business demand into accurate capacity plans considering productivity, shrinkage, and attrition.

• Drive scenario planning for new business, seasonality, and demand volatility.

Scheduling & Resource Optimization

• Oversee schedule design, shift optimization, and staffing models to maximize efficiency.

• Ensure adherence to SLAs, KPIs, and regulatory requirements.

• Continuously improve schedule efficiency and occupancy.

Real-Time Management (RTM)

• Ensure effective real-time monitoring of queues, productivity, and service levels.

• Lead proactive decision-making to manage intraday risks and volume variances.

• Establish strong governance for adherence and exception management. Performance Management & Analytics

• Track and analyze WFM KPIs such as forecast accuracy, schedule efficiency, shrinkage, occupancy, and service levels.

• Provide actionable insights and dashboards to senior leadership.

• Drive data-backed decision-making across operations.

Process Improvement & Transformation

• Identify automation and digitization opportunities within WFM.

• Lead transformation initiatives including tool upgrades and advanced analytics.

• Standardize WFM processes across accounts and geographies.

Stakeholder Management

• Act as the single point of contact for WFM at a leadership level.

• Present capacity plans, risks, and performance insights to senior management and clients.

• Influence decision-making through strong business acumen and data storytelling.

People Leadership

• Build a strong leadership pipeline within WFM.

• Drive capability building, training, and succession planning.

• Foster a high-performance and continuous improvement culture.

Key Skills & Competencies

• Strong expertise in Forecasting, Capacity Planning, Scheduling, and RTM

• Deep understanding of contact center / operations environment

• Excellent analytical and problem-solving skills

• Strong stakeholder and executive communication skills

Experience in large-scale operations and multi-client environments

• Ability to manage ambiguity and high-pressure situations

• Strong people leadership and coaching skills