BPO Manager

Job Description: Manager – Workforce Management & Strategy (AI Focus)

Role Review:

As a Manager of WFM, you will be the architect of our human capital efficiency. You will lead the end-to-end WFM lifecycle-from 5-year strategic capacity plans to real time intraday adjustments. Crucially, you will lead the digital transformation of the WFM function by identifying, piloting and implementing AI solutions to automate traditional manual tasks and enhance predictive accuracy.

Key Responsibilities.

1. Strategic Long-Term & Short-Term forecasting.
   • Long-Term forecasting: Develop multi-year volume and headcount forecasts aligned with financial budgeting and business growth targets.
   • Short-Term Forecasting: Oversee interval-level forecasting (daily/weekly) using Erlang-C and advanced statistical models to account for seasonality, marketing campaigns and external trends.
   • AI Integration: Transition from manual spreadsheet-based forecasting to AI driven predictive models that incorporate external variables.
2. Capacity Planning & Headcount Management:
   • Create robust capacity models to determine hiring requirements, attrition buffers, and training timelines.
   • Conduct “What-if” scenario modeling to assess the impact of changes in AHT, and efficiencies.
3. Scheduling and Optimization:
   • Design and manage complex shift patterns across multiple geographics and time zones.
   • Balance business “Service Level” requirements with employee “Work-Life Balance” (preference-based scheduling).
4. Real-Time Management (RTM) & Adherence:
   • Oversee an entire hour of operation RTM team to ensure Service Level Agreements (SLAs) are met through intraday adjustments and skilling changes.
   • Drive accountability for schedule adherence and occupancy through automated reporting and leadership feedback loops.
5. AI & Gen AI implementation (Innovation)
   • Identify opportunities to use Generative AI for automated agent communication
   • Implement AI agents for automated intraday management, where the system automatically re-skills agents based on real time spikes.
   • Develop a roadmap to move toward Self-Healing Schedules-where AI predicts absenteeism before it happens and suggest adjustments.

Required Qualifications:

• Experience: 10+ years in WFM, with at least 4 years in a supervisor role.
• Technical tools: Mastery of WFM platforms (e.g., NICE IEX, Verint, Aspect or Genesis)
• Analytical Skills: Advanced SQL, Python, or R (for AI modeling) and proficiency in BI tools (Tableau/Power BI)
• Strategic Mindset: Proven track record of reducing labor costs while maintaining or improving CX metrics.

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services.  Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.