Supervisor, Workforce Management

Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team

Supervisor, Workforce Management

Full time, Colombo, Sri Lanka

In this role, you will supervise, coach and support the members of the Workforce Management Team on ways to successfully interpret and react to the performance of multiple channels in multiple contact centers throughout the day in order to help maximize resource utilization while driving efficiencies and ensuring service level objectives are met

As a Supervisor, Workforce Management, you will

• Build and maintain forecasts using Genesys or Compass tools, analyzing historical data for workload prediction.
• Develop long-term capacity plans aligned with business demand and staffing needs.
• Conduct scenario modeling and refine forecasting models to support strategic decisions.
• Collaborate with operations on hiring timelines, training plans, and staffing strategies.
• Translate forecasts into actionable schedules while ensuring compliance with labor regulations.
• Present workforce insights and recommendations to senior leadership and stakeholders.
• Ensure adherence to company policies and escalate anomalies for resolution.

About you 

• Bachelor’s degree in business, Statistics, Operations, or a related field.
• Minimum of 8 years of overall experience, including at least 3–4 years specifically in Workforce Management with a strong emphasis on forecasting and capacity planning.
• Advanced proficiency in Genesys, Compass or any similar WFM tools (Forecasting, Scheduling, Reporting, Capacity Planning).
• Strong analytical skills and experience with forecasting algorithms.
• Deep understanding of contact center KPIs: AHT, ASA, SL%, Occupancy, Abandon Rate.
• Excellent oral and written communication skills in English.
• Proven ability to manage multiple initiatives and competing priorities.
• Strong stakeholder management and decision-making skills.

About us
We’re a market leader in travel management: We help people and companies travel smart and achieve more, and our clients include some of the world’s best-known and most innovative business and consumer brands. We operate in more than 100 countries, and the majority of our 10,000+ people work virtually (because a 10-second commute usually makes awesome sense). We’re committed to sustainability and to driving success for our customers, our business and ourselves. Learn more about BCD Travel.

Your life at BCD

Working at BCD means connecting, collaborating and celebrating. You’ll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don’t just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.

You’ll be offered

• Opportunities to grow your skillset and career
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• An inclusive work environment where diversity is celebrated

Ready to join the journey? Apply now!

We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply.

We are committed to providing reasonable and necessary accommodations to ensure all employees can perform their roles effectively. For accommodation requests or further information, contact our Talent Acquisition department at careers@bcdtravel.com.

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