Manager WFM

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 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.

  • Manager WFM

    2 weeks ago

    Bengaluru, India [24]7.ai Full time

    Job SummaryWe 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...

  • Manager WFM

    2 weeks 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...

  • Manager WFM

    1 week ago

    Bengaluru, India [24]7.ai Full time

    Job SummaryWe 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...

  • Manager WFM

    6 days 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...

  • Manager WFM

    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...

  • Manager WFM

    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...

  • Manager WFM

    2 weeks 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...

  • Manager WFM

    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...

  • Manager WFM

    1 week 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...

  • Infor WFM

    2 weeks ago

    Bengaluru, Chennai, Hyderabad, India Fujitsu Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Technical Consultant for Infor Workforce Management (WFM) to provide expert Application Management Services (AMS) and Application Development Services (ADS). Technical knowledge of the Infor WFM platform and a proven track record of managing its integrations within a complex enterprise environment.This role will be the primary technical owner for the Infor...