Manager WFM

3 weeks ago

New Delhi, 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 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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