Workforce Planning Manager

Let’s start with the role

We are looking for a Workforce Management Manager to lead the WFM function for our global operation. This role is critical to ensuring the right people are in the right place at the right time to deliver exceptional customer experiences. You will manage a team responsible for Forecasting, Scheduling, and Real-Time Management, and work closely with stakeholders across Operations, Product, and Technology.

• Own medium- and long-term forecasts and ensure accurate headcount planning aligned with business growth.
• Collaborate with global WFM teams to refine forecasts and capacity plans.
• Ensure optimal schedule coverage and closely collaborate with the Real-Time team to manage live operations effectively.
• Review operational performance and intraday KPIs with the Real-Time team.
• Align with Customer Service Leadership on any volume or staffing anomalies.
• Act as the key point of contact for WFM topics, delivering insights and recommendations to Operations, Finance, and Global WFM.
• Participate in global WFM strategy discussions and present updates.
• Meet with cross-functional stakeholders (e.g., HR, Training, Product) to plan upcoming initiatives.
• Coach team members and identify opportunities for process or tooling improvements.

What you’ll bring:

• 5+ years in Workforce Management, with at least 2 years in managerial  roles.
• Degree in Business, Engineering, Statistics, Economics or similar experience .
• Proven experience managing diverse WFM teams (forecasting, scheduling, and real-time).
• Advanced to fluent (daily communication with global stakeholders).
• Preferably experience in fast-paced B2C environments such as iGaming, Fintech, or E-commerce.
• Strong knowledge of WFM tools (e.g., Verint, Genesys, Calabrio, etc.), Excel/Google Sheets, and familiarity with BI dashboards (Looker/Tableau/Power BI)