Operations Efficiency Expert

6 days ago

Surat, Gujarat, India beBeeWfm Full time ₹ 15,00,000 - ₹ 20,00,000

Job Title: Workforce Manager

Role Overview:

The Workforce Manager plays a pivotal role in partnering with business stakeholders, operations, and clients to ensure optimal workforce planning, scheduling, capacity management, and real-time performance monitoring.

Key Responsibilities:
  • Business Partnership: Act as the primary point of contact for business leaders and client stakeholders.
  • Provide workforce insights, analysis, and recommendations to support strategic decision-making.
  • Translate business forecasts and plans into WFM strategies (staffing models, shrinkage planning, hiring recommendations).
  • Workforce Planning & Forecasting:
  • Develop and maintain long-term, mid-term, and short-term capacity plans.
  • Forecast call volumes, workloads, FTE requirements, and staffing needs.
  • Scheduling & Optimization:
  • Design efficient schedules that balance service delivery, employee preferences, and cost.
  • Ensure optimal utilization of workforce across different lines of business.
  • Real-Time Management:
  • Oversee intraday management, real-time monitoring, and SLA adherence.
  • Drive corrective actions to maintain service levels, including overtime, cross-skilling, and load balancing.
  • Analytics & Reporting:
  • Generate and present performance dashboards, staffing reports, and variance analysis.
  • Provide actionable insights into workforce trends, attrition, absenteeism, and utilization.
  • Team Management:
  • Lead and mentor a team of WFM analysts and real-time specialists.
  • Build capability within the WFM team to handle complex modeling and analytics.

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