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Senior Manager Workforce Management

Senior Manager Workforce Management

Photon

7 - 12 years

11 - 16 Lacs

pune chennai bengaluru

Posted:10 hours ago| Platform:

Apply

Skills Required

data analysis workforce management stakeholder management reporting tools wfm risk management operations management forecasting hrsd mentoring staffing strategic planning workforce planning resource allocation aspect leadership development rta

Work Mode

Work from Office

Job Type

Full Time

Job Description

The

Senior Manager, Workforce Management (WFM)

is a senior leadership role responsible for the strategic direction and operational oversight of an organization's workforce planning, forecasting, and scheduling functions. This position ensures that staffing levels, employee skills, and resource allocation are optimized to meet business objectives, service level agreements (SLAs), and customer demands efficiently and cost-effectively.

Key Responsibilities

Strategic Planning:
Lead the development and execution of long-term WFM strategies that align with broader organizational goals. This includes forecasting future staffing needs by analyzing historical data, market trends, and business growth projections.
Operational Management:
Oversee all aspects of the end-to-end WFM lifecycle, including
forecasting
,
scheduling
, real-time
intraday management
, and
performance reporting
. Ensure accuracy, efficiency, and adherence to established metrics and policies.
Team Leadership:
Build, mentor, and manage a high-performing WFM team. Foster a culture of continuous improvement, data-driven decision-making, and professional development.
Process and Technology:
Drive the implementation of
WFM tools
and
technologies
(e.g., Verint, NICE, Genesys) to enhance operational capabilities. Standardize and streamline WFM processes across different teams or locations.
Stakeholder Collaboration:
Serve as the primary point of contact for senior leadership and key stakeholders (e.g., Operations, Finance, HR). Provide insights and recommendations on staffing, budget allocation, and operational efficiency.
Performance and Reporting:
Define and monitor key performance indicators (
KPIs
) and generate comprehensive reports and dashboards on
vulnerability trends
, SLA adherence, and staffing performance. Use data analysis to identify risks, opportunities, and areas for improvement.
Compliance and Risk Management:
Ensure all WFM processes and policies comply with labor laws, company regulations, and other relevant governance frameworks.

Required Skills & Qualifications

Experience:
Minimum of 7+ years of experience in workforce management, with at least 3 years in a senior leadership or managerial role.
WFM Expertise:
Deep understanding of WFM principles, methodologies, and best practices, particularly in a call center, contact center, or similar environment.
Analytical Skills:
Strong ability to analyze complex data sets, translate data into actionable strategies, and forecast future staffing requirements with high accuracy.
Technical Proficiency:
Expertise in WFM software and tools, data analysis platforms, and reporting tools.
Leadership:
Exceptional
leadership
, communication, and
stakeholder management
skills with a proven ability to influence and negotiate at senior levels.

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Senior Manager Workforce Management

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Senior Manager, Workforce Management (WFM)

Strategic Planning:

Operational Management:

forecasting

scheduling

intraday management

performance reporting

Team Leadership:

Process and Technology:

WFM tools

technologies

Stakeholder Collaboration:

Performance and Reporting:

KPIs

vulnerability trends

Compliance and Risk Management:

Experience:

WFM Expertise:

Analytical Skills:

Technical Proficiency:

Leadership:

leadership

stakeholder management

More Jobs at Photon