THE JOB

The Senior Manager – Workforce Planning is a hands-on leadership role responsible for the day-to-day workforce management operation across the APAC operations. Working at the intersection of real-time management, scheduling and broader workforce strategy, this role ensures the operation runs smoothly, staffing is optimised and service levels are consistently met.

You will work closely with the operation, BPO partners and internal stakeholders, getting into the details where needed while also shaping smarter ways of working. You will be expected to challenge existing processes, drive continuous improvement and bring a proactive, solutions-focused mindset to everything you do.

This role is a critical part of the Fan Experience team as we move towards a global, digital first, agile Contact Centre environment.

WHAT YOU WILL BE DOING

Real-Time Management