Sr. Manager-WFM

Manager – Global Workforce Management

Location: Noida, India

Work Mode: On\-site

Shift: US Time Zone / Night Shift

Experience: 10\+ Years \| 3\+ Years in WFM Leadership

About the Role

We are looking for an experienced Manager – Global Workforce Management to lead WFM activities across our global operations, supporting multiple locations, programs, and US\-based clients.

The role will own forecasting, analysis, list strategy, scheduling, real\-time management, workforce and reporting, while partnering closely with Operations, HR, Recruitment, Finance, IT, and senior leadership.

The ideal candidate should have strong hands\-on experience with CCaaS (Contact Center as a Service) platforms, preferably RingCentral, excellent analytical capabilities, and the ability to translate operational data into actionable business decisions.

Key Responsibilities

• Lead workforce management for multiple global locations and programs.
• Develop short\- and long\-term plans based on volume, AHT, productivity, seasonality, shrinkage, attrition, and business requirements.
• Own capacity planning and provide accurate headcount and hiring requirements.
• Develop optimized agent schedules covering multiple US time zones.
• Manage Real\-Time Adherence (RTA) and Intraday Management, including staffing, attendance, service level, occupancy, and schedule adherence.
• Monitor operational performance and recommend real\-time corrective actions.
• Utilize RingCentral for call\-volume analysis, queue monitoring, agent\-state monitoring, reporting, and operational insights to manage lists and demographic segmentations.
• Build and maintain WFM dashboards and management reports.
• Provide daily, weekly, and monthly reporting with meaningful business insights.
• Partner with Operations and HR/Recruitment to align staffing with business forecasts and ramp plans.
• Support new program launches, migrations, expansions, and workforce ramp\-ups.
• Identify opportunities for WFM automation, AI, and process improvement.
• Present workforce trends, risks, and recommendations to senior leadership.

Key Metrics

The role will be responsible for managing and optimizing

Forecast Accuracy \| Performance \|Service Level \| Staffing Accuracy \| Occupancy \| Utilization \| Schedule Adherence \| Shrinkage \| Attrition \| Overtime \| Productivity

Required Experience

• 10\+ years of experience in Workforce Management, preferably in BPO/Contact Center/ITES operations.
• 3\+ years in a WFM Manager / WFM leadership role.
• Experience supporting US\-based contact\-center operations and US time zones.
• Experience managing WFM across multiple locations, programs, or geographies.
• Strong hands\-on experience with CCaaS platforms.
• RingCentral experience is strongly preferred.
• Strong understanding of forecasting, capacity planning, staffing models, scheduling, RTA, and intraday management.
• Excellent analytical and problem\-solving skills.
• Strong understanding of contact\-center KPIs and workforce analytics.

Technical Skills

Must Have

• CCaaS / Contact Center Platforms
• RingCentral or comparable platform
• Advanced MS Excel, Aspect familiarity
• Workforce Forecasting \& Capacity Planning
• Scheduling
• RTA / Intraday Change Management
• Data Analysis \& Reporting

Good to Have

• Power BI
• SQL
• NICE / Verint / Genesys / Five9 / Calabrio
• WFM automation
• AI\-enabled analytics
• Experience integrating CCaaS data with WFM/BI platforms

What We Are Looking For

We are looking for someone who goes beyond traditional scheduling and can act as a Global WFM Business Partner.

You should be comfortable working with large datasets, identifying trends and risks, challenging operational assumptions, and presenting clear recommendations to leadership.

The ideal candidate will understand how modern CCaaS platforms work, how to leverage contact\-center data, and how to convert that data into workforce and operational decisions.

If you have managed WFM for US\-based contact\-center operations across multiple locations and have strong CCaaS, RingCentral, forecasting, and analytics experience, we'd like to hear from you.

#### **Behaviors**

Preferred* Team Player: Works well as a member of a group

• Dedicated: Devoted to a task or purpose with loyalty or integrity

#### **Motivations**

Preferred* Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals