Hi Greetings from Inspiration manpower!!
This post is regarding an opening with our Top MNC client..
Kindly revert back immediately with an updated resume if it is
relevant to you.
Type of Job- Permanent
Job Location - Bengaluru
Job Role -
Experience: 10 to 15Years
Salary - 11 to 13LPA
Qualification -
Notice Period - Immediate to 30 Days max
Shifts - Flexible to work in US Shifts.
Please Note -
Please Note - 2 to 3 years of experience as WFM Manager on paper.
Job Overview:
The Manager
The role will partner closely with Operations, Finance, HR, Recruitment, Commercial/Solutions, and client stakeholders to ensure workforce readiness, optimize cost and productivity, manage staffing risks, and drive continuous improvement.
hands-on WFM planning expertise combined with client facing leadership
Key Responsibilities:
1. Forecasting & Capacity Planning
- Own short, medium, and long-term demand forecasts across supported accounts.
- Translate volume, AHT/productivity, shrinkage, occupancy, SLA, and business assumptions into capacity and staffing requirements.
- Develop annual operating plans, hiring plans, and rolling capacity outlooks.
- Track forecast accuracy, demand variance, and staffing gaps, with appropriate corrective actions.
- Build scenario models for growth, ramp-ups/ramp-downs, attrition, seasonality, productivity changes, and new business requirements.
2. Scheduling & Operational WFM Governance
- Govern scheduling, roster effectiveness, staffing deployment, and real-time WFM processes.
- Ensure staffing plans support contractual SLAs, productivity, occupancy, and customer experience outcomes.
- Identify capacity risks and drive mitigations through hiring, cross-skilling, schedule optimization, OT/VTO, and other levers.
- Ensure workforce readiness for peak periods, campaigns, migrations, and critical business events.
3. Workforce Analytics & Productivity
- Develop actionable insights across staffing, utilization, shrinkage, occupancy, adherence, productivity, and service performance.
- Identify workforce cost and efficiency opportunities without compromising service delivery.
- Drive automation of WFM reporting and planning processes using Excel, Power BI, and WFM platforms.
- Establish strong planning governance, dashboards, and performance review mechanisms.
4. Financial & Commercial Governance
- Optimize workforce utilization, cost per productive hour/FTE, and revenue productivity.
- Partner with Finance and Operations on workforce budgets, staffing plans, and productivity commitments.
- Support RFP/RFQ solutioning, staffing models, business cases, and commercial assumptions.
- Validate workforce assumptions for new business, expansions, migrations, and contractual changes.
Key Performance Indicators
- Forecast Accuracy and Bias
- Capacity and Staffing Accuracy
- SLA / Service Performance
- Schedule Efficiency and Adherence
- Occupancy and Utilization
- Shrinkage Management
- Workforce Cost/Productivity
- Hiring and Staffing Readiness
- Planning Risk Mitigation
- Client/Stakeholder Satisfaction
- Automation and Process Improvement Benefits
- Team Capability and Succession Readiness
WFM & Contact Center Technologies:
- Hands-on expertise with one or more enterprise WFM platforms such as NICE IEX, Verint WFM, Genesys WEM, Calabrio, or Aspect/eWFM.
- Working knowledge of contact-center reporting platforms such as Avaya CMS or equivalent.
- Strong understanding of forecasting, Erlang/staffing methodologies, scheduling, capacity planning, shrinkage, occupancy, and real-time management.
Experience
10 to 12+ years of relevant Workforce Management experience.
- Demonstrated experience leading forecasting and capacity planning functions.
- 5+ years of WFM people-management or leadership experience preferred.
- Strong BPO/contact-center experience across multiple accounts or business units.
- Experience supporting global or multi-geo operations preferred.
- Direct client governance and senior stakeholder management experience is essential.
- Experience supporting RFP solutioning, workforce transformation, and WFM technology implementations would be advantageous.
Please Note: Only Bengaluru candidate can apply for this role.
If Interested, Please reach out to below mentioned contact details:
Share CV on: recruiter3@inspirationmanpower.co.in
Call to: Srividya - 9686454291
Whats app your cv to 9686454291
