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 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

    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

    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

    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...