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Tier-1 employer, mid-level program role, common skillset and broad stakeholder exposure increases candidate competition.
Role requires contact-center WFM, forecasting and vendor experience, making industry background highly relevant.
Explicit multi-year requirements, contact-center/WFM tool mandates, and vendor management tighten shortlisting.
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Lead end-to-end distribution of incoming volume demand and oversee vendor agent forecasting and scheduling using workforce optimization tools.
Balance agent capacity across multiple vendor sites to maximize efficiency, ensure staffing compliance, and meet Service Level Agreements (SLAs).
Collaborate with internal and cross-functional teams to drive long-term support strategy and continuous process improvements while managing real-time operational disruptions.
Bachelor's degree or equivalent practical experience.
Minimum 5 years of experience in process issue identification, solution creation, and cross-functional change management.
At least 3 years in a contact center environment, including 2 years in a Workforce Management role.
Must be available to work flexible shifts between 2:00 PM and 1:00 AM IST.
Experienced in designing and executing global workforce planning strategies involving resource management systems and operational scaling.
Demonstrates ability to manage large-scale, dynamic projects with tight timelines and shifting priorities, balancing strategic planning and tactical execution.
Strong in communication and stakeholder management, capable of leading business reviews and aligning priorities with senior leadership.