Manager WFM

2 days ago

Bengaluru Karnataka India, Karnataka [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 Responsibilities

Forecasting & 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 delivering executive-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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