Service Delivery Manager (DPO)

Job Summary

We are looking for an experienced Workforce Management (WFM) Lead to drive end-to-end workforce planning, forecasting, scheduling, and real-time operational optimization within a contact center environment. The role is responsible for ensuring optimal staffing levels, meeting service level commitments, enhancing customer experience, and driving operational efficiency through data-driven decision-making

Key Responsibilities

Workforce Planning & Capacity Management

Lead short-term and long-term workforce planning initiatives. 

Develop staffing models considering shrinkage, attrition, and multi-skilled workforce requirements. 

Partner with Operations, HR, and Finance teams on hiring and ramp-up plans.

Forecasting & Demand Planning 

Forecast contact volumes using historical trends and business drivers. 

Improve forecast accuracy through statistical modeling and analytics. 

Account for seasonality, campaigns, and business events. 

Scheduling & Workforce Optimization 

Create and manage optimized schedules aligned with forecasted demand. 

Ensure compliance with labor policies and business requirements. 

Optimize shifts, breaks, and skill-based routing strategies. 

Real-Time Workforce Management 

Monitor operational performance against SLAs. 

Execute intraday management actions, including overtime planning, schedule adjustments, and resource reallocation. 

Partner with Operations teams to address performance deviations proactively. 

Performance Reporting & Analytics 

Track key WFM metrics such as Service Level, Occupancy, Shrinkage, Forecast Accuracy, and AHT. 

Deliver executive dashboards and actionable business insights. 

Identify opportunities for productivity and efficiency improvement. 

Governance & Stakeholder Management 

Establish governance frameworks and review mechanisms. 

Act as a strategic advisor to Operations leadership. 

Collaborate with QA, Training, IT, HR, and other support functions. 

Technology & Transformation 

Manage and optimize WFM platforms such as Verint, NICE, Genesys, Aspect, AWS, etc. 

Drive automation, analytics, and workforce transformation initiatives. 

Lead continuous improvement and digital transformation programs. 

People Leadership 

Lead and mentor WFM teams across forecasting, scheduling, and real-time management functions. 

Foster a high-performance, analytics-driven culture. 

Build succession plans and capability development frameworks. 

Collaborate with HR, QA, Training, IT, and Client teams

Skill Requirements

Required Skills 

Advanced expertise in Workforce Management, Forecasting, Scheduling, and Real-Time Management. 

Strong analytical and problem-solving skills. 

Experience with workforce optimization tools and technologies. 

Understanding of AI/ML applications in workforce optimization. 

Excellent stakeholder management and executive communication skills. 

Proven ability to lead change and digital transformation initiatives

Other Requirements

Qualifications 

• Bachelor's or Master's degree in Business, Operations, Mathematics, Statistics, or a related field. 

• Minimum 10+ years of experience in Workforce Management and Contact Center Operations. 

  Tools -  

  • Salesforce 
  • Amazon Connect 
  • Verint 
  • Genesis 

• Proven experience leading WFM teams.