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Regency Technologies
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Work Force Manager

Work Force Manager

Regency Technologies

3 - 8 years

5 - 10 Lacs

mumbai

Posted:2 weeks ago| Platform:

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Skills Required

staffing analytical strategic planning management supervisor customer support scheduling operations analytics logistics capacity planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

Are you curious about being part of our growth stor y while evolving your skills in a culture that will welcome your unique contributionsIf so, lets start the conversation.

Role Overview

The Workforce Management Supervisor will be responsible for overseeing the daily operations of the WFM team, ensuring optimal staffing, scheduling, and real-time adherence to meet service level agreements (SLAs). This role bridges strategic planning with day-to-day execution, ensuring resources are effectively deployed across all customer contact channels (voice, chat, email, social).

The ideal candidate will have strong analytical skills, a deep understanding of WFM tools and methodologies, and the ability to collaborate with multiple stakeholders to drive operational efficiency and service excellence.

Key Responsibilities Forecasting & Planning

Assist in creating short-term and long-term volume forecasts using historical data, seasonal trends, and business drivers.
Support capacity planning for multi-channel operations to meet SLAs and optimize staffing levels.

Scheduling & Staffing

Oversee the creation and distribution of accurate staff schedules.
Ensure schedules account for breaks, training, meetings, and shrinkage.
Approve schedule changes and manage shift swaps, overtime, and time-off requests.

Real-Time Management

Monitor intraday performance, staffing levels, and adherence to schedules.
Make real-time adjustments to meet service level targets and minimize impacts of volume spikes or staffing shortages.
Communicate staffing updates, reassignments, and contingency actions to operations.

Reporting & Analytics

Generate daily, weekly, and monthly reports on staffing, adherence, SLA performance, and forecast accuracy.
Identify trends, gaps, and improvement opportunities, and present recommendations to management.

Team Leadership

Lead, coach, and mentor WFM analysts and coordinators to ensure high performance and accuracy.
Provide ongoing training on WFM tools, reporting, and best practices.
Conduct performance reviews and maintain team engagement.

Stakeholder Collaboration

Partner with Operations, Training, and HR to align staffing with business needs.
Communicate forecast changes, staffing risks, and performance insights to leadership.
Participate in business review meetings to represent WFM insights.

Qualifications & Skills

Education & Experience:

Bachelor s degree in Business, Statistics, Operations, or a related field (or equivalent work experience).
3+ years in Workforce Management roles, with at least 1 year in a supervisory or lead position.
Experience in multi-channel contact center environments.

Technical Skills:

Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, Calabrio, ServiceNow WFM, Genesys WFM).
Advanced Excel skills; familiarity with BI tools (Power BI, Tableau) is a plus.
Strong understanding of forecasting, scheduling, and intraday management principles.

Soft Skills:

Excellent analytical, problem-solving, and decision-making abilities.
Strong communication skills with the ability to influence and manage stakeholders.
Ability to work under pressure in a fast-paced, dynamic environment.
Strong team leadership and coaching abilities.

Category: Customer Support

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Work Force Manager