Job Description
We are seeking an experienced Workforce & Quality Manager to lead workforce planning, quality assurance, and performance analytics for a global BPO operation. This role plays a critical part in optimizing staffing, improving forecasting accuracy, strengthening quality frameworks, and delivering data-driven insights to senior stakeholders.
The ideal candidate brings deep hands‑on expertise in Workforce Management (WFM), Quality Assurance (QA), analytics tools, and stakeholder management within a contact center or BPO environment.
Key Responsibilities
- Design, manage, and refine forecasting models aligned with historical trends, volume drivers, and seasonality.
- Optimize shift strategies, schedules, and intraday management using Verint, Amazon Connect Scheduler, or equivalent WFM platforms.
- Lead capacity planning, scenario modeling, and headcount alignment across multiple programs or lines of business.
- Drive improvements i...
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