Workforce Management Supervisor – BPO

We are looking for an experienced Workforce Management Supervisor with a strong background in BPO / Contact Center operations to oversee workforce planning and optimization activities.

Key Responsibilities

• Lead forecasting, capacity planning, scheduling, and staffing activities.

• Analyze WFM and operational KPIs and provide actionable insights.

• Monitor Service Level, AHT, Shrinkage, Adherence, Occupancy, Attrition, HC/FTE, and Staffing to Required.

• Develop staffing plans, hiring requirements, ramp plans, and gap/surplus analyses.

• Create and analyze reports and dashboards using Advanced Excel and Power BI.

• Partner with Operations, Recruiting, and Training teams to align workforce requirements.

• Lead, coach, and support the WFM team to achieve operational objectives.

• Minimum 2 years of experience as a Workforce Management Supervisor in a BPO / Contact Center environment.

• Strong experience in forecasting, capacity planning, scheduling, and staffing.

• Advanced Excel skills, including formulas, Pivot Tables, and Power Query.

• Experience with Power BI and data visualization.

• Strong knowledge of BPO WFM metrics and workforce planning.

• Strong analytical, problem-solving, leadership, and communication skills.