Opportunity Description
At IGT Solutions, we deliver innovative, customer-centric digital solutions to a variety of global clients, including aviation, fintech, and customer experience campaigns. Our contact centres operate 24/7, handling high-volume operations with a focus on excellence, efficiency, and engagement. Role Overview The WFM Manager will lead the Workforce Management function, ensuring optimal staffing, forecasting, scheduling, and real-time adherence across multiple BPO campaigns. You will be the strategic partner to Operations, driving performance, efficiency, and service level excellence. This role demands analytical thinking, business acumen, and strong leadership to manage the WFM team and collaborate across departments. Key Responsibilities 1. Forecasting & Scheduling Develop accurate short-term and long-term forecasts for all campaigns based on historical data, trends, and client SLAs. Create and manage efficient schedules that meet staffing requirements, service levels, and adherence goal...