Workforce Manager (Armenia)

Company Overview

Our client is a global organization operating within the financial services industry, providing individuals with access to a wide range of financial markets, including equities, commodities, and foreign exchange.

With over two decades of experience, the company has built a strong international presence, serving a diverse customer base across multiple regions including the Middle East, Asia, and Africa. The organization focuses on delivering innovative products, user-friendly platforms, and educational resources to support clients in making informed financial decisions.

The company operates through a portfolio of established brands and continues to expand its global footprint. With offices across key international hubs, it offers a dynamic and multicultural working environment.

Employees benefit from exposure to global markets, cross-functional collaboration, and opportunities for professional growth within a fast-paced and evolving industry.

Role Overview

The Workforce Manager is responsible for ensuring the right people are in the right place at the right time to deliver exceptional customers and operational outcomes. This role oversees workforce planning, forecasting, scheduling, and real-time management, enabling the organization to meet service levels, optimize resource utilization, and support a positive employee experience. The Workforce Manager partners closely with Operations, HR, and Leadership to align staffing plans with business objectives.

Key Responsibilities

1) Workforce Planning & Forecasting

• Develop accurate short, medium, and long-term forecasts for workload, volumes, staffing needs, and capacity.
• Analyze historical trends, business drivers, and seasonality to inform resource planning.
• Provide workforce insights and recommendations to operational and senior leadership teams.

2) Scheduling & Resource Allocation

• Create optimized schedules that balance customer demand, operational efficiency, and employee preferences.
• Ensure compliance with working-time policies, labour agreements, and local regulations.
• Manage planning for shrinkage, absence, holidays, and training.

3) Real-Time Management

• Monitor intraday performance, service levels, and adherence across teams.
• Adjust workforce deployment in real time to mitigate risks and protect service performance.
• Escalate and coordinate responses to unexpected events impacting delivery (e.g., spikes in demand, system outages).

4) Reporting & Insights

• Produce regular staffing, performance, capacity, and SLA reports for stakeholders.
• Use workforce data to identify inefficiencies, risks, and opportunities for continuous improvement.
• Track KPIs such as forecast accuracy, schedule effectiveness, and adherence.

5) Stakeholder & People Engagement

• Work closely with Operations Managers, Team Leaders, HR, Training, and Finance to align workforce strategies.
• Support leaders in understanding and using workforce insights to optimize team performance.
• Communicate scheduling decisions clearly and fairly to employees.

6) Systems & Process Ownership

• Maintain and optimize workforce management tools (e.g., Verint, NICE, Calabrio, or similar).
• Drive continuous improvement in workforce management processes and methodologies.
• Ensure data accuracy, process consistency, and system governance.

Experience & Skills Required

1) Essential

• Proven experience in workforce management, capacity planning, or resource scheduling.
• Strong analytical and numerical skills with the ability to interpret complex datasets.
• Experience using workforce management systems and forecasting tools.
• Knowledge of contact centre operations, service environments, or multi-channel delivery teams.
• Excellent communication, influencing, and stakeholder-management capabilities.
• Ability to work under pressure and make real-time decisions.

2) Desirable

• Experience leading a workforce planning or scheduling team.
• Familiarity with Lean, Six Sigma, or continuous improvement frameworks.
• Understanding of HR policies, labour laws, and scheduling compliance requirements.