Responsibilities The successful candidate will be responsible for managing WFM personnel, ensuring accurate forecasting, scheduling, and real-time monitoring. They will also review and approve forecasts, schedules, and workforce plans to maintain efficiency. Key Responsibilities: - Manage WFM personnel, ensuring accurate forecasting, scheduling, and real-time monitoring. - Review and approve forecasts, schedules, and workforce plans to maintain efficiency. - Partner with Operations, Business Development & Clients to optimize workforce strategies. - Analyze and report historical performance statistics for both call centers and agents. - Work closely with IT & HR teams to ensure smooth system configurations and hiring processes. Benefits Monday to Friday schedule – Enjoy your weekends Competitive salary + Monthly performance-based bonus Required Skills and Qualifications: - Graduates in Engineering or related fields - Proven experience leading WFM teams (RTAs & WFM Analysts) - Strong knowledge of contact center methodologies & operational principles - Genesys expertise is mandatory (IEX knowledge is a plus) - Excellent analytical skills & attention to detail - Strong leadership & ability to influence key stakeholders