Senior Manager, Workforce Management

At Rockstar Games, we create world-class entertainment experiences. Become part of a team working on some of the most rewarding, large-scale creative projects to be found in any entertainment medium - all within an inclusive, highly-motivated environment where you can learn and collaborate with some of the most talented people in the industry. Rockstar is on the lookout for a strategic and outcome focused Senior Manager, Workforce Management who thrives on turning complex operational learning opportunities into scalable, high-performing systems. This hire will own the workforce management function across our global live agent operations — driving forecasting excellence, capacity planning, BPO partnership, and cost optimization at a scale where every decision directly impacts millions of players worldwide. This is a full-time, in-office position based in Rockstar’s large game development studio in Bangalore, India. #### RESPONSIBILITIES

• Define and own the end-to-end WFM vision, roadmap, and maturity across forecasting, capacity planning, adherence, scenario modelling, and cost management, ensuring alignment with customer experience goals while representing WFM in cross-functional planning and leadership forums. - Translate volume forecasts into actionable workforce plans spanning all channels, ticket types, skill categories, and languages, collaborating with forecasting teams on inputs and assumptions, building scenario models for major launches and volume shifts, and driving continuous improvement through forecast-vs-actual tracking. - Direct capacity planning and staffing requirements by creating optimal plans that balance service levels, agent experience, and cost effectiveness, defining BPO partner deliverables by channel, skill, and interval, and holding partners accountable to staffing effectiveness through KPI tracking and regular performance reviews. - Drive supply-versus-demand alignment and BPO partnerships by managing every forecast change with intent, assessing downstream impacts on headcount, skill availability, ramp timelines, quality risk, and contractual obligations, and engaging BPO partners proactively before changes are finalized. - Establish adherence strategy, targets, and governance by maturing adherence management into a structured, measured discipline, owning intraday management protocols, and driving accountability across all BPO partners. - Own WFM reporting, insights, and strategic hour allocation by providing mentorship with visibility into forecasting accuracy, capacity utilization, adherence, and supply-demand alignment, while managing strategic BPO hours across times, channels, and issue types, and aligning skills-based routing with actual skill-wise demand to maximize capacity and coverage. - Own invoice verification, cost optimization, and SLA management by ensuring BPO invoices align with contracted hours, delivered capacity, and agreed rates, tracking total workforce costs and cost-per-contact, monitoring cost optimization opportunities, and managing service level agreements to meet contractual commitments and track performance against targets. - Build and mature the Workforce Management function by developing internal WFM capability through structured training and knowledge sharing across operational teams, mentoring less experienced team members, and setting the standard for professionalism and proactive communication. ####