Senior Workforce Planning and Operations Manager

Follow Up Boss — Bengaluru

About the team Analyzes, monitors, and evaluates the function of the workforce (call or service) center by monitoring activities on a real-time basis. Creates schedules and provides regular reports to management on workload and workforce. Works with Finance to maintain budget accuracy and improve forecast capabilities. Defines both long-term strategies and ever-changing, short-term, and immediate workforce needs. Handles shift change requests and monitors new-hire, holiday, and seasonal shift needs. Updates and maintains scheduling database with current information; and researches, recommends, and implements call center technology and process improvements to reduce overall costs. Match here if the position is a workforce analyst for call or service center environment. Employees whose responsibility encompasses the analysis, planning and monitoring of strategic company-wide workforce planning initiatives may match to Workforce Planning focus. Zillow Group is a strategic, mission-driven organization focused on delivering exceptional experiences and measurable outcomes. Our work spans cross-functional partnership, scalable programs and operational excellence in support of Zillow’s mission. We bring deep experience working across diverse teams in a dynamic, high-growth environment, balancing strategic thinking with hands-on execution to drive meaningful business impact. We are seeking an experienced professional to support our workforce expansion in India. About the role As part of Zillow Home Loans, this role will build and own workforce management operations for a growing, operationally complex business. The role is designed for someone who can create structure from ambiguity, establish scalable operating rhythms, and drive coverage, scheduling, adherence, and cross-functional execution from the ground up. This person will serve as a key operator across Workforce Management and broader Engagement Strategy & Operations priorities, helping ensure teams are staffed, alig

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