WFM and Headcount Manager

About the role

We are looking for a Workforce Management (WFM) & Headcount Manager to own end-to-end workforce planning for our customer-facing teams. This role is responsible for forecasting demand, capacity planning, headcount strategy, and staffing optimization across regions, shifts, and support channels.

What you'll do

• Workforce Planning & Forecasting
• Own short-term and long-term demand forecasting across channels (tickets, chat, calls, async support)
• Translate volume forecasts into capacity models and headcount requirements
• Build scenario models for growth, seasonality, launches, and incident-driven spikes
• Headcount Strategy & Governance

What you need

• 6–10 yrs of experience
• Customer service
• Reporting
• Process improvement
• Demand planning
• Documentation
• Any graduate

Good to have

• Excel