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Tier-1 brand and metro increase applicants but specialized WFM and BPO skills limit competition.
High: specialized WFM, Erlang modeling and BPO vendor experience limit cross-industry transferability.
High: explicit 8+ years plus mandatory WFM, SLA, and BPO vendor experience.
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Own workforce planning and performance for Delivery Support Success across multiple Tiers and both captive and BPO sites with focus on SLA protection and operational efficiency.
Manage BPO vendor relationships, including staffing commitments, SLA accountability, and proactive risk mitigation.
Lead strategic projects to improve cost efficiency and productivity, as well as develop and grow a high-performing workforce management team.
8+ years of experience in workforce management, capacity planning, or operations leadership across captive and outsourced/BPO environments.
Proven experience managing BPO vendor relationships and holding partners accountable to SLAs and staffing commitments.
Strong knowledge of WFM fundamentals such as capacity planning, Erlang models, shrinkage, and occupancy.
Work Experience Required: 8+ years as specified; Notice period: Not explicitly mentioned in the JD.
Experienced operator fluent in WFM mechanics with hands-on expertise in multi-site captive and BPO workforce planning and real-time SLA management.
Skilled cross-functional partner able to influence leadership across Network Ops, Partner Success, and delivery leadership with strong analytical rigor.
Demonstrated people leader who builds and coaches teams, driving operational excellence alongside talent growth.