Manager wfm

Manager Workforce Management (WFM)

Role Overview

We are seeking a dynamic and analytical Manager WFM to lead workforce planning operations and drive efficiency across forecasting, capacity planning, scheduling, and real-time management. This role demands strong stakeholder collaboration, data-driven decision-making, and expertise in WFM tools within a fast-paced BPO environment.

Key Responsibilities

Workforce Planning & Management

Own and manage Capacity Planning, Forecasting, Scheduling, and Real-Time Operations (RTA) Ensure accurate, timely, and effective MIS reporting across all WFM functions Monitor and drive daily KPIs to meet business targets Handle outage scenarios and contingency planning efficiently

Stakeholder & Client Management

Collaborate closely with Operations, Clients (Internal & External), and Cross-functional Teams Conduct daily/weekly performance reviews with stakeholders Address ad-hoc operational requirements within defined TAT and accuracy standards

Performance & Data Analytics

Perform deep-dive analysis of performance metrics and outliers Develop dashboards, insightful reports, and ad-hoc analysis Maintain data integrity and governance standards Proactively identify risks and recommend solutions to prevent performance or revenue impact

Process Excellence

Drive continuous improvements in planning accuracy and operational efficiency Ensure adherence to departmental goals and deliverables Lead initiatives to enhance team capability and reporting automation

Tools & Technical Expertise

Hands-on experience with WFM tools such as: IEX (Preferred) Avaya Blue Pumpkin Verint (Variant) Advanced proficiency in MS Excel (data analysis, reporting, automation)

Required Skills & Competencies

Strong knowledge of WFM functions: Planning, Forecasting, Scheduling, and Reporting Excellent analytical and problem-solving skills Ability to make quick decisions under pressure Strong communication skills with exposure to senior leadership & client interactions Capability to coach and upskill teams, especially in Excel and reporting High attention to detail with a data-driven mindset

Candidate Profile

Proven experience in WFM within a BPO environment Strong expertise in IEX and standard WFM tools Flexible to work in a 24x7 rotational shift environment

What Success Looks Like

Delivering accurate forecasts and efficient schedules Driving consistent KPI achievement Providing actionable insights to improve business performance Building strong client relationships and trust

If you are passionate about data, operational excellence, and driving impactful business decisions, this role is for you!

Contact Person-

Swapnil Gupta