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.