Work Force Management Manager

Job Summary

• We are seeking a dynamic and experienced Manager Workforce Management (WFM) to lead and optimize workforce planning operations across our customer support or operations functions.
• The ideal candidate will have deep expertise in volume forecasting, capacity/resource planning, scheduling, real-time management (RTM), and reporting, along with excellent communication and stakeholder management skills.

Job Responsibilities

Forecasting & Planning:

• Lead the design and execution of short-term and long-term volume forecasts using historical data and predictive analytics.
• Collaborate with business stakeholders to align workforce capacity with operational goals.
• Develop and manage headcount planning models and hiring plans for optimal staffing.

Scheduling & Resource Allocation:

• Oversee creation and optimization of agent schedules, balancing business needs and employee satisfaction.
• Ensure scheduling practices align with labor laws, operational efficiency, and service level targets.

Real-Time Management (RTM):

• Direct RTM team to proactively monitor service levels, intraday performance, and adherence metrics.
• Implement corrective actions and contingency plans to ensure real-time performance goals are met.

Reporting & Analytics:

• Drive automation and accuracy in WFM dashboards and MIS reports.
• Provide actionable insights to senior leadership on performance, trends, and improvement opportunities.

Stakeholder Engagement & Communication:

• Partner with Operations, HR, Training, and Recruitment teams to drive WFM strategies.
• Deliver clear and compelling presentations to leadership and clients on workforce performance and planning.

Team Leadership:

• Mentor and manage a high-performing WFM team.
• Encourage innovation, continuous improvement, and knowledge sharing.

Required Skills & Qualifications:

• Minimum 10 years of WFM experience in BPO/KPO/Shared Services or similar environments.
• Proven expertise in forecasting, capacity planning, scheduling, RTM, and reporting.
• Excellent verbal and written communication skills; confident in delivering executive-level presentations.
• Strong analytical and problem-solving mindset; proficiency in WFM tools (e.g., Aspect, NICE IEX, Verint, Genesys, etc.).
• Advanced proficiency in MS Excel, PowerPoint, and data visualization tools (Power BI/Tableau preferred).
• Ability to work in a dynamic, fast-paced environment with multiple stakeholders.