Workforce Management (WFM) Manager

About the role

The WFM Manager reports directly to the Head of Planning and Control and leads a team responsible for planning, work‑schedule preparation and real‑time resource management for agents supporting multilingual operations.

Key responsibilities

• Lead the WFM team in managing short‑ and long‑term work plans.
• Ensure KPIs are achieved for all assigned clients by optimizing resources, implementing process improvements and adopting automation.
• Collaborate with the Forecasting team to improve operational efficiency and recommend staffing strategies for each centre.
• Manage and monitor the internal WFM tool, troubleshoot issues and propose system enhancements to the Product Owner.
• Monitor operating revenue and costs, identifying solutions to improve financial performance.

Required profile

• Degree in Statistics or Economics.
• 5+ years of experience leading a WFM team.
• 10+ years of experience in workforce planning, shift scheduling and real‑time management.
• Strong analytical, organizational and accuracy skills.
• Excellent data analysis and interpretation abilities.
• English and French proficiency at C1 level; Italian is a plus.
• Advanced knowledge of Microsoft Office, especially Excel and PowerPoint.

Required skills

• Microsoft Excel (advanced)
• Microsoft PowerPoint (advanced)