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Senior WFM Manager

Senior WFM Manager

Taskus

6 - 11 years

7 - 12 Lacs

navi mumbai

Posted:3 months ago| Platform:

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Skills Required

forecasting workforce management root cause analysis capacity planning wfm project management operations management team management process improvement problem management change management staffing itsm incident management itil sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary

The Senior WFM Manager will lead the workforce management function to ensure optimal staffing, forecasting, scheduling, and real-time adjustments in support of operational goals. This role combines strategic oversight, analytics, process improvement, stakeholder collaboration, and people leadership to enhance service levels, cost efficiency, and workforce productivity.

Key Responsibilities

Forecasting & Capacity Planning
- Develop and maintain medium to long-term forecasts based on volume, seasonality, business growth, and other demand drivers.
- Validate historical data and trends, adjust assumptions as needed.
- Plan capacity to meet Service Level Agreements (SLAs) and business needs across all shifts/sites.
Scheduling & Rostering
- Create efficient schedules that meet forecasted demand while respecting labor laws, contracts, employee preferences, and cost constraints.
- Manage shift patterns, breaks, multi-skill rostering where applicable.
Intraday / Real-Time Management
- Monitor real-time performance against forecast (volume vs. load vs staffing).
- Implement adjustments during the day (shift swaps, overtime, re-allocation) to address variances.
Performance Metrics & Analytics
- Define, track, report key WFM metrics (forecast accuracy, schedule adherence, shrinkage, occupancy, utilization, SLAs, cost per unit / cost per contact).
- Perform root cause analysis for variances and propose corrective actions.

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Senior WFM Manager