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▷ (19 / 10 / 2025) Manager WFM

▷ (19 / 10 / 2025) Manager WFM

[24]7.aiIndia
10 hours ago
Job description

Job Summary

  • We are seeking a dynamic and experienced Manager – Workforce Management (WFM) to lead and optimize workforce planning operations across our customer support or operations functions.
  • The ideal candidate will have deep expertise in volume forecasting, capacity / resource planning, scheduling, real-time management (RTM), and reporting, along with excellent communication and stakeholder management skills.

Job Responsibilities

Forecasting & Planning :

  • Lead the design and execution of short-term and long-term volume forecasts using historical data and predictive analytics.
  • Collaborate with business stakeholders to align workforce capacity with operational goals.
  • Develop and manage headcount planning models and hiring plans for optimal staffing.

    • Scheduling & Resource Allocation :

  • Oversee creation and optimization of agent schedules, balancing business needs and employee satisfaction.
  • Ensure scheduling practices align with labor laws, operational efficiency, and service level targets.

    • Real-Time Management (RTM) :

  • Direct RTM team to proactively monitor service levels, intraday performance, and adherence metrics.
  • Implement corrective actions and contingency plans to ensure real-time performance goals are met.

    • Reporting & Analytics :

  • Drive automation and accuracy in WFM dashboards and MIS reports.
  • Provide actionable insights to senior leadership on performance, trends, and improvement opportunities.

    • Stakeholder Engagement & Communication :

  • Partner with Operations, HR, Training, and Recruitment teams to drive WFM strategies.
  • Deliver clear and compelling presentations to leadership and clients on workforce performance and planning.

    • Team Leadership :

  • Mentor and manage a high-performing WFM team.
  • Encourage innovation, continuous improvement, and knowledge sharing.

    • Required Skills & Qualifications :

  • Minimum 10 years of WFM experience in BPO / KPO / Shared Services or similar environments.
  • Proven expertise in forecasting, capacity planning, scheduling, RTM, and reporting.
  • Excellent verbal and written communication skills; confident in delivering executive-level presentations.
  • Strong analytical and problem-solving mindset; proficiency in WFM tools (e.g., Aspect, NICE IEX, Verint, Genesys, etc.).
  • Advanced proficiency in MS Excel, PowerPoint, and data visualization tools (Power BI / Tableau preferred).
  • Ability to work in a dynamic, fast-paced environment with multiple stakeholders.
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