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Open nowPosted 227 days ago

Regional Workforce Management Manager

NEXT Ventures45 open roles

Where
Colombo, Western Province, Sri Lanka
Work mode
Hybrid
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Your applicationOpen nowRegional Workforce Management ManagerNEXT Ventures · Colombo, Western Province, Sri Lanka

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Share of postings closed within
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  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 227 days ago

The posting

Who We Are

NEXT Ventures is where ambition takes shape and momentum becomes movement. As a global platform revolutionising access to performance-based capital, we empower the world’s most driven individuals to rise. Through our flagship brand, FundedNext, we empower dreamers to become doers, and potential to turn into performance. With 500+ driven minds across five countries, we power a global rhythm—220,000+ daily users from 170+ nations, each chasing greatness in their own way.

Your Role in Our Mission

As the Regional Workforce Management Manager, you will lead workforce planning and operational capacity management for our Client Experience (CX) operations across Bangladesh and Sri Lanka. This role is critical in ensuring the right staffing strategies are in place to support service excellence, operational efficiency, and sustainable growth.

You will partner closely with regional CX leadership, operations, HR, and finance to align workforce planning with business demand. By translating operational data into actionable insights, you will enable smarter staffing decisions, optimize resource utilization, and maintain strong service performance across the region.

This role is ideal for a strategic yet hands-on WFM leader who can drive workforce planning discipline while supporting fast-moving CX operations.

How You’ll Make an Impact

Regional Workforce Planning & Governance

  • Lead workforce management strategy for CX operations across Bangladesh and Sri Lanka, ensuring staffing plans align with operational demand and service level targets.
  • Establish standardized WFM processes, forecasting methodologies, and reporting frameworks across the regional CX teams.
  • Partner with CX leadership to support workforce planning aligned with business growth, service expansion, and operational priorities.

Forecasting & Capacity Planning

  • Develop and manage demand forecasting models using historical data, seasonality, and operational trends.
  • Translate volume forecasts into capacity plans, staffing requirements, and shift scheduling strategies.
  • Proactively identify workforce risks such as understaffing, overcapacity, or productivity gaps and recommend mitigation strategies.

Scheduling Optimization & Operational Efficiency

  • Optimize shift planning, roster management, and schedule adherence to ensure efficient workforce utilization.
  • Collaborate with operations leaders to balance service level performance, agent productivity, and cost discipline.
  • Continuously review workforce allocation and staffing models to improve efficiency and customer experience outcomes.

Performance Analytics & Reporting

  • Track and analyze key WFM metrics including forecast accuracy, shrinkage, schedule adherence, productivity, and service levels.
  • Build dashboards and reports to provide visibility into workforce performance and operational trends.
  • Deliver actionable insights to CX leadership to support workforce planning, operational improvements, and performance management.

Cross-Functional Collaboration

  • Act as the regional WFM partner to CX operations, HR, Finance, and business stakeholders.
  • Support workforce planning during business changes such as new product launches, market expansion, or operational scale-up.
  • Promote WFM best practices across regional teams to strengthen planning discipline and operational consistency.

What You Bring

  • Bachelor’s degree in Business Administration, Operations Management, Statistics, Economics, or related field.
  • 6–10 years of experience in Workforce Management, preferably within customer support, contact centers, BPO, fintech, or technology operations.
  • Strong experience in forecasting, capacity planning, scheduling optimization, and workforce analytics.
  • Proficiency in Excel / Google Sheets, data analysis, and reporting tools; experience with WFM platforms such as NICE, Verint, Genesys, or similar is a plus.
  • Solid understanding of CX operational metrics (SLA, AHT, shrinkage, utilization, schedule adherence).
  • Strong stakeholder management skills with the ability to collaborate across multiple operational teams and countries.
  • Analytical mindset with the ability to translate workforce data into operational insights and recommendations.

Your X-Factor

  • Understands the dynamics of high-volume CX environments and can translate demand into practical workforce strategies.
  • Combines data analysis with operational judgment to improve service performance and efficiency.
  • Builds strong partnerships with operations leaders to turn workforce insights into real operational improvements.
  • Thrives in fast-moving environments while maintaining structured workforce planning discipline.

Your Journey after Applying

• Initial Screening Session with Talent Acquisitions Team.

• 45-minute Online Session (with talent acquisition team & department front line manager).

• 60-minute Final Interview Session (with head of department & talent acquisition lead).

Why Join NEXT

At NEXT Ventures, we believe the right talent fuels breakthrough innovation. If you’re driven to connect great minds with big ideas and want to shape the future of fintech, we’d love to meet you. Join our team of bold thinkers where technology meets transformation.

Apply now and be part of our journey — the future is calling, and it starts with you.

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