Workforce Manager (WFM Manager)

The Workforce Management (WFM) Manager is responsible for planning, forecasting, scheduling and real time resource management of product and technical support teams. . Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business.
The WFM managers key goal is to optimize staffing levels and staffing costs while ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met. In addition to forecasting and scheduling, the WFM manager also monitors and analyzes key performance metrics such as adherence, absenteeism, shrinkage, utilization, and other staffing efficiency measures. They use this data to identify trends, develop insights, and make recommendations to improve the efficiency and effectiveness of the workforce management process.Overall, the WFM manager plays a critical role in ensuring that customer demand is met, operational costs are optimized, and service level agreements are achieved. They need to be highly analytical, detail-oriented, and have excellent communication and collaboration skills to succeed in this role.

Key Responsibilities:
Forecasting, and Scheduling, Real time management, reporting for all product and technical support teams, including BPO Support TeamsManage, lead and provide direction for the BPO WFM teams, ensure 24x7 workforce managementAssess Capacity Plan, Forecast, Schedules and RTM performance and give inputs to increase the efficiency.Experience in managing teams, both in matrix and direct managementMaintaining and driving SLAs forecast accuracy, timeliness, scheduling accuracy.Stakeholder Management - Strong interpersonal capabilities to manage internal stakeholders.Executive Dashboards - Designing and validating all executive dashboards for top management.Capacity Plan, Forecast, Schedules and RTAs performance.Familiar with transactional Quality metrics.

Areas of Expertise :
Capacity planning and forecastingReal-time resource managementPerformance metrics analysis and reportingPeople management and coachingSLA management and optimizationStakeholder management and collaborationExecutive dashboard design and validationQuality metrics analysis

Desired Technical skills :
Predictive AnalysisExcel , ZendeskWorkforce Management softwareCapacity Management / Planning MS OFFICE, Google SuiteExperience: 8+ years _

Skills : -
WFM,Capacity Planning,Workforce Management Software,Forecasting,Real-time Management,SLA Management,KPI Optimization,Resource Management,SchedulingPerformance MetricsBPO Support TeamsPeople ManagementStakeholder ManagementExecutive DashboardsPredictive AnalysisZendeskMS OfficeGoogle SuiteQuality MetricsTransactional Quality