Senior Manager WFM

Senior Manager WFM

Key Responsibilities:

1. Forecasting & Capacity Planning

• Develop short-term, medium-term, and long-term volume forecasts in collaboration with business and clients.
• Build capacity plans based on forecasted volumes, attrition trends, shrinkage, and productivity targets.
• Recommend hiring and training plans to maintain optimum staffing levels.

2. Scheduling & Resource Allocation

• Create and manage agent schedules aligning with forecast requirements and SLA commitments.
• Ensure schedule adherence and optimize staffing to minimize idle time and overtime.
• Coordinate with operations, HR, and training for new hire ramp-ups and nesting management.

3. Real-Time Management (RTM)

• Oversee the real-time monitoring of queues, volumes, and performance metrics.
• Proactively identify deviations and initiate corrective actions to meet SLAs and service goals.
• Manage intraday staffing adjustments, shrinkage, and absenteeism to maintain service consistency.

4. Reporting & Analytics

• Generate daily, weekly, and monthly reports on forecast accuracy, staffing, occupancy, and performance.
• Analyze trends and provide actionable insights to improve workforce utilization and operational efficiency.
• Present WFM dashboards to leadership and client stakeholders.

5. Stakeholder Management

• Collaborate with client partners, business leaders, and operations teams to align WFM strategy with business goals.
• Participate in client calls/reviews to discuss forecasts, variances, and performance trends.
• Drive governance meetings to review capacity, productivity, and resource utilization.

6. Automation & Process Excellence

• Drive automation and optimization initiatives using WFM tools and analytics.
• Leverage data visualization and BI tools for improved forecasting accuracy and decision-making.
• Implement best practices in workforce management and continuous improvement.

Key Skills & Competencies:

• Expertise in

  Forecasting, Scheduling, Capacity Planning, and Real-Time Management

  .
• Proficiency in

  WFM tools

  like IEX, NICE, Aspect, Verint, or similar.
• Strong analytical and numerical ability; advanced skills in

  MS Excel

  and

  data visualization tools (Power BI/Tableau)

  .
• In-depth understanding of

  BPO operations, SLAs, AHT, shrinkage, and occupancy metrics

  .
• Excellent communication, presentation, and stakeholder management skills.
• Ability to handle large-scale, multi-process, and multi-location operations.

Qualifications & Experience:

• Graduate / Postgraduate in any discipline (MBA preferred).

• 1015 years

  of overall experience with

  at least 5 years in a leadership role

  in WFM within a BPO environment.
• Experience in

  voice, non-voice, or blended operations

  (domestic or international).
• Knowledge of

  forecasting models, staffing algorithms, and scheduling optimization tools

  .