GM WFM

Job Description

Roles and Responsibilities We are looking for a highly skilled Workforce Management (WFM) Head to lead the planning, forecasting, scheduling, and real-time monitoring of our call center operations across 9 cities in India. The ideal candidate will be responsible for optimizing workforce efficiency, ensuring service level adherence, and driving process improvements to enhance overall productivity. Key Responsibilities: Workforce Planning & Forecasting Develop and implement long-term & short-term workforce planning strategies. Forecast call volume, staffing needs, and capacity planning using historical data & trends. Ensure optimized resource allocation across all 9 locations to maintain operational efficiency. Scheduling & Real-Time Monitoring Design and maintain efficient agent schedules that balance business needs with employee preferences. Lead real-time monitoring of call center operations, adjusting schedules as needed to meet SLAs. Implement proactive strategies to reduce idle time and improve occupancy rates. Performance Analysis & ReportingAnalyze key WFM metrics such as AHT, shrinkage, absenteeism, attrition, and productivity.Prepare detailed reports on staffing efficiency, forecast accuracy, and cost optimization.Recommend continuous process improvements based on data-driven insights. Process & Technology ImplementationEvaluate and implement WFM tools and technologies to streamline operations.Automate forecasting, scheduling, and real-time tracking where possible. Work closely with IT & operations to integrate WFM solutions with existing CRM and telephony systems. Compliance & Stakeholder CollaborationEnsure adherence to labor laws, shift policies, and regulatory requirements. Work closely with Operations, HR, and Training teams to align workforce strategies with business goals.Drive initiatives to enhance employee engagement and reduce burnout. Key Skills & Competencies: Strong analytical skills with expertise in workforce forecasting & capacity planningProficiency in WFM tools (e.g., IEX, NICE, Aspect, Verint, Genesys, Avaya, etc.) Experience in handling multi-site call center operationsAbility to manage high-volume inbound & outbound call centers Strong leadership & stakeholder management skills Data-driven mindset with a focus on cost optimization & efficiency Expertise in Microsoft Excel, Power BI, and SQL (preferred) Qualifications & Experience: Bachelors / Masters Degree in Business, Statistics, Operations, or a related field10+ years of experience in WFM within a large-scale call center Experience managing WFM for multi-location / PAN India call centers Prior experience in a BPO / Contact Center environment is a must