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. 

The Rockstar Games Customer Experience Team focuses on improving the relationship between our games and our players with the goal of delivering a continuous, outstanding support experience.

• We contribute to the brand by helping to improve the overall player experience. 
• We provide global support operations across multiple languages, channels, and locations. 
• We ensure the right people, with the right skills, are in the right place, at the right time — powering live agent operations that serve one of the most passionate player communities in the world. 

• 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.

• Bachelor's degree or equivalent, preferably in business, operations management, data analytics, or a related field. 
• Proven experience with 8+ years in workforce management, capacity planning, or operational planning within customer service, BPO, gaming, technology, or high-volume service environments, including at least 3 years’ experience in a senior or mentorship capacity. 
• Have a consistent track record of owning end-to-end WFM functions including volume forecasting, capacity planning, scheduling governance, adherence management, and cost optimization in complex, multi-site, multi-vendor operations. 
• Demonstrate experience managing BPO partnerships from a WFM perspective covering supply-demand alignment, contractual obligation management, and proactive stakeholder communication where every forecast change is managed with intent and consequence awareness. 
• Possess strong expertise in scenario-based forecasting and modeling, building scenarios for major events and launches that enable data-backed leadership solutions. 
• Ability to develop WFM strategic roadmaps with defined initiatives, milestones, KPIs, and success metrics, and drive maturity evolution across WFM disciplines. 
• Maintain advanced analytical and problem-solving skills with comfort working at interval-level granularity, conducting root-cause analysis, and translating operational data into actionable insights and recommendations. 
• Proficient in WFM platforms such as Tymeshift, NICE, Verint, or similar, along with customer experience platforms like Zendesk or Salesforce and data analysis tools, and bring excellent communication skills to influence cross-functional stakeholders, drive organizational change, and present complex workforce data clearly to both technical and executive audiences, with experience managing, mentoring, and developing team members through a proactive approach to knowledge sharing and capability building.

• Please note that these are desirable skills and are not required to apply for the position.
• Experience in gaming, live operations, or interactive entertainment industries. 
• Experience with skills-based routing optimization from a WFM perspective — aligning skill-wise demand with supply to optimize capacity and channel coverage. 
• Familiarity with automation and AI applications in workforce management, including intelligent forecasting, automated scheduling, and predictive analytics. 
• Certified in Lean Six Sigma, Kaizen, or similar process improvement methodologies. 
• Experience managing workforce planning for large-scale product launches with significant volume uncertainty. 
• Passion for Rockstar Games and a genuine dedication to delivering outstanding player experiences.

Please apply with a CV and cover letter demonstrating how you meet the skills above. If we would like to move forward with your application, a Rockstar recruiter will reach out to you to explain next steps and guide you through the process.

Rockstar is committed to creating a work environment that promotes equal opportunity, dignity and respect. In line with this commitment, Rockstar will provide reasonable accommodations to qualified job applicants with disabilities during the recruitment process in order for such applicants to be considered for the position for which they are applying, as well as to qualified employees to enable them to perform the essential functions of their roles. If you need more information about Rockstar’s reasonable accommodation policies or process, or need to request an accommodation, please notify your recruiter during the interview process.  

If you’ve got the right skills for the job, we want to hear from you. We encourage applications from all suitable candidates regardless of age, disability, gender identity, sexual orientation, religion, belief, race, or any other protected category.

#LI-AP1