Senior Manager – Workforce Management – Kolkata, India

Are you ready to lead strategic workforce planning for a fast-growing, global customer experience brand? At Fusion CX, we’re hiring a Senior Manager – Workforce Management (WFM) to drive forecasting, capacity planning, and performance optimization across our operations. If you bring deep expertise in WFM tools, an analytical mindset, and a passion for efficiency and innovation, this is your opportunity to make a meaningful impact from Kolkata. Join us in shaping a future where workforce intelligence meets operational excellence.

Job Description

About the Role

As a Senior Manager – WFM, you will be responsible for developing and executing end-to-end workforce strategies across both long-term and short-term planning. This includes ownership of forecasting, capacity planning, scheduling, real-time management, and performance monitoring. You will play a critical role in aligning resource strategies with business goals while driving automation and efficiency across WFM functions.

Role & responsibilities

• Strategic Workforce Planning: Develop and implement long-term and short-term workforce planning strategies to optimize staffing levels and operational efficiency.
• Forecasting & Capacity Planning: Oversee demand forecasting, staffing models, and capacity planning to ensure alignment with business goals.
• Scheduling & Optimization: Manage scheduling processes, ensuring efficient workforce allocation while adhering to compliance and labor laws.
• Real-Time Management & Performance Monitoring: Lead real-time monitoring efforts to optimize productivity, service levels, and workforce adherence.
• Data Analytics & Reporting: Utilize data-driven insights to make informed decisions and provide regular reports to leadership on key workforce metrics.
• Process Improvement & Automation: Drive continuous improvement initiatives and leverage automation to enhance workforce management capabilities.
• Technology & Innovation: Evaluate and implement new WFM tools, technologies, and best practices to enhance workforce efficiency.

Job Requirement

Qualifications & Requirements

• Bachelor’s degree in Business Administration, Operations Management, Statistics, or a related field (Master’s degree preferred).
• 8 to 13 years of relevant experience in workforce management.
• Expertise in WFM tools such as Verint, NICE, Aspect, or equivalent.
• Strong analytical, problem-solving, and decision-making skills.
• Proven leadership, communication, and stakeholder management capabilities.
• Experience in a BPO/contact center environment is preferred.
• Ability to drive process improvements and apply WFM best practices.

Preferred Skills

• Advanced proficiency in Microsoft Excel, SQL, and data visualization platforms.
• Familiarity with AI-driven workforce automation and optimization.
• In-depth understanding of core WFM metrics such as SLA, shrinkage, occupancy, and utilization.

Why Join Fusion CX?

At Fusion CX, we don’t just manage operations — we empower transformation. As a Senior Manager – WFM in Kolkata, you will:

• Lead strategic workforce initiatives at one of the most trusted CX providers globally.
• Work in a people-first, performance-driven culture that values innovation and accountability.
• Gain exposure to enterprise WFM systems and intelligent automation tools.
• Be part of a team where your leadership shapes success across geographies and verticals.

Ready to build intelligent workforce strategies for tomorrow? Apply now and lead the way with Fusion CX.