ROLE PURPOSE

The WFM Manager —is accountable for the day-to-day workforce management execution across the locations. This role owns scheduling integrity, real-time management performance, and labor law compliance for both countries. The Workforce Manager is the first line of accountability for scheduling accuracy, adherence performance, and operational delivery for all accounts across all locations.

KEY RESPONSIBILITIES

Scheduling

• Build and publish weekly schedules for all accounts
• Manage schedule change requests, exception processing, and shift swap approvals
• Optimize scheduling to minimize overstaffing and understaffing at interval level
• Ensure schedules reflect current capacity plan inputs and forecast volumes

Real-Time Management

• Monitor intraday adherence and service levels across all accounts
• Execute intra...