Job Description: Global WFM/Planning ManagerOverview:We are looking for an experienced Global WFM/Planning Manager with a focus on global operations delivery for one of our global clients. You will oversee several BPO delivery centers across various geographies and regions within the Konecta Global Clients Division. This role involves working closely with the client’s Vendor Management team and local operations directors to ensure high-quality service, support the launch of new delivery centers, and manage existing site services.Responsibilities:- Manage and deliver effective staffing capacity plans and schedules to support customer service levels across short, medium, and long-term plans.- Ensure accurate delivery of forecasting and resource models, adapting them to trends and customer changes.- Own and standardize WFM/operations reporting across all sites, aligning KPI logic with BI/Ops.- Deliver executive dashboards and performance packs, driving SLA-focused analytics into actionable improvement plans.- Support automation and govern reporting for accuracy and auditability, ensuring reporting readiness for existing and new site/service launches.- Build and maintain key relationships with the client and lead WFM-related meetings.- Collaborate cross-functionally and participate in client events as required.- Promote continuous improvement to enhance SLAs, reduce costs, and support value-add programs.- Manage client invoicing and revenue budgeting.Key Competencies:- Experience: 3–5 years of specific experience in WFM, Forecasting, RTA, and Reporting/BI within a BPO environment for a complex account with a global setup (multi-site, multi-market, multi-channel, and various LOBs).- Technical Skills: In-depth knowledge of contact center productivity tools (e.g., Injixo, Invision, IEX Total View) and proven experience creating accurate resource plans.- Management: Experience managing resource planning, real-time, and forecasting functions in a multi-site, blended contact center environment.- Soft Skills: Excellent communication, presentation, and influencing skills with the ability to work across cultures and maintain strong relationships with senior client managers.- Adaptability: Ability to multitask and work independently in a fast-paced environment.- Languages: Proficiency in French or Italian is an asset but not required.- Travel: Ability to travel to operational sites as required.