Workforce Manager

• Manage end-to-end WFM & MIS functions, including forecasting, capacity planning, scheduling, RTA, and reporting.

• Support operations and team members by addressing staffing, performance, and process requirements.

• Monitor operational capacity and WFM KPIs to ensure targets are met or exceeded.

• Provide coaching, training, and effective communication across the team, operations, and clients.

• Maintain and continuously improve WFM processes, documentation, and reporting.

• Minimum 3 years of WFM experience with strong knowledge of call center and WFM metrics.

• Proficient in MS Office, reporting, data analysis, and problem-solving.

• Excellent written and verbal communication skills.

• Strong time management, organization, multitasking, and adaptability.

• Able to manage multiple projects, work independently, and meet tight deadlines.

• Demonstrates initiative, positive attitude, strong work ethic, and leadership capability.

Benefits and Company Perks:

• Structured career path

• Growing and expanding team – more internal career progression opportunities for all

• Safe work environment

• Free HMO coverage from day 1, including your domestic partner

• Skills training opportunities

• Paid leaves