Wfm Manager

Role Overview

forecasting, capacity planning, scheduling, real-time monitoring, and reporting

Key Responsibilities

• Develop accurate

  forecasting models

  based on call volumes, seasonality, and business trends.
• Create and optimize

  staffing plans, schedules, and rosters

  to meet SLA targets.
• Monitor

  real-time adherence (RTA)

  and take proactive measures to minimize SLA misses.
• Manage shrinkage, absenteeism, and occupancy levels effectively.
• Coordinate with operations and training teams to align hiring and ramp-up plans.
• Ensure

  timely and accurate reporting

  of daily, weekly, and monthly KPIs (AHT, SL, FCR, CSAT, utilization, attrition, etc.).
• Automate and standardize dashboards for leadership and client reviews.
• Perform root cause analysis of performance gaps using data-driven insights.
• Provide

  business intelligence support

  for decision-making (trend analysis, predictive insights).
• Partner with Operations Managers and Clients to provide solutions, recommendations and resource planning.
• Present WFM & MIS reports in governance and client meetings.
• Manage escalations related to forecasting or scheduling variances.
• Drive continuous improvement in WFM & MIS processes.
• Mentor and guide MIS & WFM analysts/executives in best practices.

Required Skills & Competencies

• Strong expertise in

  Workforce Planning, Forecasting, and Scheduling

  .
• Hands-on experience in

  WFM tools and MS Excel / Power BI / SQL

  .
• Analytical mindset with ability to interpret large data sets.
• Strong communication and presentation skills.
• Ability to manage multiple priorities under tight deadlines.
• Team leadership and stakeholder management skills.

Qualifications

• Bachelor’s Degree in Statistics, Mathematics, Business Administration, or related field.
• 6–10 years of experience in

  WFM/MIS roles

  within a BPO/Call Center environment.
• At least 2–3 years in a

  managerial capacity

  leading MIS/WFM teams.

Note: Interested candidates share your resume at uma.singh@blsinternational.com