Wfm Manager

Job Title: Workforce Management (WFM) Manager

Location:

Interested folks can share their CV- Hkaur2@advatix.com

Call- 8448778081

About the Role:

Workforce Management (WFM) Manager

Key Responsibilities:

• Lead the WFM team responsible for forecasting, scheduling, capacity planning, and real-time adherence.
• Partner closely with Operations, HR, and Training teams to ensure optimal staffing levels and business continuity.
• Develop and maintain workforce models to forecast volume, staffing requirements, and shrinkage trends.
• Analyze call volume trends and operational metrics to recommend improvements in staffing efficiency.
• Ensure intraday and interval-level staffing alignment and manage real-time adjustments as needed.
• Generate daily/weekly/monthly reports and insights to support leadership decisions.
• Manage SLA adherence, shrinkage, occupancy, and utilization metrics.
• Drive automation, process improvement, and accuracy in workforce planning tools and reports.
• Coordinate with client WFM teams (if applicable) to ensure forecast accuracy and alignment.
• Mentor and develop team members to build WFM expertise across the department.

Required Skills & Qualifications:

• Graduate in any discipline (MBA preferred).

• 510 years

  of experience in Workforce Management, with at least

  2+ years in a managerial role

  .
• Hands-on experience with

  WFM tools

  (e.g., IEX, Verint, NICE, Aspect, or similar).
• Strong analytical, problem-solving, and data interpretation skills.
• Proficiency in

  MS Excel, Power BI, and data visualization

  tools.
• Excellent communication and stakeholder management skills.
• Prior experience working with

  US clients or supporting US operations

  is a must.
• Flexibility to work in night shifts and handle cross-functional interactions across time zones.

Preferred Attributes:

• Experience in

  BPO/KPO/Shared Services

  setup.
• Knowledge of

  AHT, FTE, and capacity planning models

  .
• Strong presentation and reporting skills.

Why Join Us:

• Opportunity to lead a high-performing WFM function for a global process.
• Exposure to cutting-edge workforce analytics and planning tools.
• Dynamic and inclusive work culture.