WFM Manager - Business Partner

Position : WFM Manager - Business Partner - Night Shifts - 5 Days WFO - Two Way Cab Pick / drop will be provided within 35 kms. - Noida Sec 135

Role Overview :

The WFM Manager / Business Partner will be responsible for partnering with business stakeholders, operations, and clients to ensure optimal workforce planning, scheduling, capacity management, and real-time performance monitoring. The role will act as a strategic advisor to business leaders on staffing, productivity, and cost optimization while ensuring service level agreements (SLAs) and business objectives are consistently met.

Key Responsibilities :

• Business Partnership
• Act as the primary WFM point of contact for business leaders and client stakeholders.
• Provide workforce insights, analysis, and recommendations to support strategic decision-making.
• Translate business forecasts and plans into WFM strategies (staffing models, shrinkage planning, hiring recommendations).
• Workforce Planning & Forecasting
• Develop and maintain long-term, mid-term, and short-term capacity plans.
• Forecast call volumes, workloads, FTE requirements, and staffing needs.
• Work with Talent Acquisition and Training teams to align hiring and onboarding plans with forecast demand.
• Scheduling & Optimization
• Design efficient schedules that balance service delivery, employee preferences, and cost.
• Ensure optimal utilization of workforce across different lines of business.
• Implement scheduling best practices to manage shrinkage, adherence, and occupancy.
• Real-Time Management
• Oversee intraday management, real-time monitoring, and SLA adherence.
• Drive corrective actions to maintain service levels, including overtime, cross-skilling, and load balancing.
• Ensure smooth coordination with Operations during spikes and downtime.
• Analytics & Reporting
• Generate and present performance dashboards, staffing reports, and variance analysis.
• Provide actionable insights into workforce trends, attrition, absenteeism, and utilization.
• Identify opportunities to enhance efficiency and reduce costs.
• Team Management
• Lead and mentor a team of WFM analysts and real-time specialists.
• Build capability within the WFM team to handle complex modeling and analytics.
• Drive a culture of accuracy, timeliness, and business impact.