Manager WFM

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.