Careers at Sagility

Assistant General Manager – WFM Pre-Sales & Pricing Analytics

Role Overview

The Assistant General Manager – WFM Pre-Sales & Pricing Analytics will lead workforce management solutioning for RFPs, RFIs, RFQs, and deal renewals across multiple clients, geographies, and service lines.

This role is primarily focused on WFM-driven deal solutioning (≈80%), supported by financial and pricing analytics (≈20%), ensuring proposed solutions are operationally feasible, cost-efficient, SLA-compliant, and commercially competitive.

The role requires deep expertise in end-to-end WFM solution design, strong understanding of pricing and margin mechanics, and advanced capability in automation using Excel VBA, Advanced Excel, and Python to scale and standardize pre-sales outputs.

Key Responsibilities

A. WFM Pre-Sales & Deal Solutioning (≈80%)

RFP / RFI Ownership

• Lead WFM solutioning for RFPs, RFIs, RFQs, and deal renewals across voice, chat, email, and back-office operations.
• Interpret client requirements related to SLAs, volumes, AHT, shrinkage, service windows, ramp-ups, and geography mix.
• Design end-to-end workforce models covering:
  • Demand forecasting
  • Capacity planning
  • Staffing & FTE calculations
  • Shift and roster strategies
  • Shrinkage and leave planning

Scenario & Sensitivity Modeling

• Build multiple staffing and scheduling scenarios to balance SLA achievement, occupancy, cost, and flexibility.
• Perform sensitivity analysis for demand variability, productivity assumptions, seasonality, and risk buffers.
• Support “what-if” simulations to respond to client clarifications and revisions during the RFP lifecycle.

Solution Governance

• Ensure WFM assumptions are realistic, defendable, and aligned with operational best practices.
• Review and validate solutions before submission to ensure accuracy, consistency, and risk mitigation.
• Act as the WFM authority during internal solution reviews and client discussions.

B. Pricing & Financial Analytics Support (≈20%)

Commercial & Pricing Alignment

• Partner with Finance, Solutioning, and Sales teams to align workforce models with pricing structures and commercials.
• Translate staffing plans into cost models supporting rate cards, per-FTE, per-hour, or transaction-based pricing.
• Support margin analysis, productivity assumptions, and cost-to-serve optimization.

Deal Financial Validation

• Perform variance and sensitivity analysis to assess impact of staffing assumptions on revenue and margins.
• Identify cost risks, efficiency levers, and optimization opportunities within proposed solutions.
• Support deal revisions and negotiation cycles with data-backed insights.

C. Automation & Advanced Analytics (Mandatory)

• Design and deploy automation solutions using Excel VBA/Macros, Advanced Excel, and Python to:
  • Automate forecasting, staffing, and scenario models.
  • Standardize RFP input grids, assumptions sheets, and output templates.
  • Reduce manual effort, turnaround time, and error rates in pre-sales solutioning.
• Build scalable tools and frameworks that can be reused across RFPs and accounts.
• Drive continuous improvement of WFM pre-sales processes through analytics and automation.

Stakeholder & Team Leadership

• Act as the WFM Pre-Sales SME for Sales, Finance, Operations, and Leadership teams.
• Mentor and guide WFM pre-sales managers and analysts.
• Support client calls, workshops, and governance discussions related to staffing and service delivery assumptions.
• Ensure knowledge sharing, version control, and documentation discipline across the pre-sales WFM team.

Required Skills & Experience

Experience

• 8–12 years of experience in Workforce Management, Capacity Planning, or WFM Pre-Sales.
• Strong exposure to BPO / Contact Center / Shared Services pre-sales environments.
• Proven experience handling complex RFPs with tight timelines and multiple iteration cycles.

Technical & Analytical Skills

• Advanced expertise in:
  • Excel (Advanced formulas, Power Query, VBA/Macros)
  • Python for analytics and automation
• Strong command of:
  • Forecasting methodologies and Erlang-based modeling
  • Capacity planning and scheduling logic
  • Pricing constructs and financial drivers
• Hands-on experience with WFM platforms such as Verint, NICE, IEX, Aspect, or similar.
• Exposure to BI tools (Power BI, Tableau) is an added advantage.

Business & Leadership Skills

• Strong commercial and solution-oriented mindset.
• Ability to balance aggressive pricing with operational sustainability.
• Excellent written and verbal communication skills for client-facing and executive interactions.
• High attention to detail with strong ownership and accountability.

Key Competencies

• Pre-Sales Solution Thinking – translating client asks into executable workforce strategies.
• Analytical Depth – using data and automation to drive faster, better decisions.
• Commercial Acumen – understanding margin impact of staffing assumptions.
• Collaboration – seamless partnership with Sales, Finance, Operations, and HR.
• Agility Under Pressure – delivering high-quality solutions within aggressive timelines.