Back
Tier-1 brand, remote role, and broad workforce strategy remit drive high candidate competition.
Requires specialized WFM and BPO skills, so background fit sensitivity is high.
Explicit 8+ years requirement and mandatory WFM/BPO expertise make shortlisting highly strict.
Login to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Own workforce planning, scheduling, and SLA performance management across Dx Tier 1, Cx Tier 1, and Drive Tier 1 for both captive and BPO sites.
Manage BPO vendor relationships ensuring staffing commitments and SLA targets are met within a large multi-vendor network.
Lead strategic initiatives to improve cost efficiency and productivity while developing and mentoring a high-performing workforce management team.
8+ years of experience in workforce management, capacity planning, or operations leadership covering captive and outsourced/BPO environments.
Hands-on experience managing BPO vendor relationships including staffing and SLA accountability.
Strong expertise in WFM fundamentals like capacity planning, Erlang models, shrinkage, and occupancy.
Work Experience Required: 8+ years in relevant workforce management or operations roles.
Operator proficient in WFM techniques and Erlang modeling, with strong analytical and business decision-making skills.
Experienced in cross-functional collaboration and influencing senior stakeholders across Network Ops, Partner Success, and delivery leadership.
Proven people leader capable of building, coaching, and growing teams while driving operational excellence and strategic workforce outcomes.