Workforce Management Leader

1 week ago

Bengaluru, India [24]7.ai Full time

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 ResponsibilitiesForecasting & 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 deliveringexecutive-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.

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