Manager : Workforce Management : Max 15 LPA : Apply Now

Outpace Consulting Services

5 - 10 years

9 - 15 Lacs

kolkata indore chennai

Posted:1 week ago| Platform:

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Skills Required

wipro accenture workforce management wfm team development rostering workforce verint genesys scheduling itil aspect forecasting workforce planning resource management infosys real time analysis sutherland nice exl teleperformance amazon rta

Work Mode

Work from Office

Job Type

Full Time

Job Description

Hi,

Manager

Please go through the JD and Apply. We shall call back the relevant profiles.

Job Overview:

The Workforce Management (WFM) Manager is responsible for end-to-end workforce planning, including forecasting, capacity planning, scheduling, and real-time management. The role ensures optimal staffing levels, service level adherence, and operational efficiency across multi-channel customer support environments.

Key Skills:

Minimum 5 years of experience in Workforce Management within a BPO / Contact Center environment.
Minimum 2 years of experience in a people-management or leadership role.
Strong expertise in WFM tools such as
NICE IEX, Verint, Aspect, or Genesys
.
Any Graduates.

Key Responsibilities:

Develop and manage short-term and long-term forecasts using historical data, trends, and business inputs.
Perform capacity planning to support business growth and seasonal volume changes.
Advanced analytical skills with strong proficiency in MS Excel / Google Sheets.
Experience managing workforce for multi-channel support (Voice, Email, Chat).
Excellent communication, presentation, and stakeholder management skills.
Create, publish, and maintain agent schedules aligned with SLAs, productivity, and occupancy targets.
Monitor real-time performance and take corrective actions to manage service levels and adherence.
Analyze shrinkage, occupancy, utilization, and adherence metrics to improve workforce efficiency.
Partner with Operations, Quality, Training, and Leadership teams to align workforce strategies.
Prepare and present WFM reports, dashboards, and insights for senior leadership.
Lead, mentor, and manage a team of WFM analysts and planners.
Drive continuous improvement in WFM processes and tools.

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