About the role
About the Role
We’re looking for a Workforce / Bench & Redeployment Manager to own our bench management and talent redeployment strategy, ensuring every idle or at-risk assistant is re-engaged within 72 hours.This role combines operational agility with strategic foresight — balancing workforce supply and client demand while maintaining a “hot bench” of ready, vetted, and trained talent to minimize downtime and reduce churn.
Qualifications
- Minimum 3 years of experience in workforce management, operations, or staffing logistics.
- Proven track record managing bench or redeployment programs in a BPO, RPO, or managed service environment.
- Strong understanding of utilization metrics, forecasting, and talent mapping.
- Excellent coordination and communication skills across multiple teams (Ops, TA, Training).
- Analytical mindset with experience using Excel, workforce dashboards, or CRM/ATS systems.
- Ability to work in a fast-paced environment and meet strict redeployment SLAs (72h turnaround).
Preferred Skills
- Experience in capacity planning, workforce optimization, or operational analytics.
- Familiarity with performance data interpretation and skills inventory management.
- Strong process management and documentation skills.
Department: Operations – Workforce Management
Work Setup: Remote / Hybrid
Schedule: Night/Weekend Shift
Key Responsibilities
- Oversee and maintain the company’s active bench pool, ensuring continuous visibility of available, redeployable, and near-rolloff talent.
- Implement rapid redeployment processes to match idle or at-risk assistants with new client openings within 72 hours of availability.
- Coordinate with Talent Acquisition, Training, and Operations teams to align upcoming demand with supply capacity.
- Track and forecast workforce utilization, identifying early indicators of roll-offs or account risk.
- Maintain accurate talent profiles (skills, experience, performance data) in internal systems for efficient matching.
- Conduct regular bench audits and generate reports on bench size, redeployment rate, and idle time KPIs.
- Lead initiatives to cross-train bench talent for multiple service lines, increasing flexibility and redeployment readiness.
- Drive communication between departments to ensure seamless handoffs between offboarding, bench placement, and reactivation.