Strategic Workforce Manager

1 week ago

Vadodara, Gujarat, India beBeeWfm Full time ₹ 2,00,00,000 - ₹ 2,50,00,000

Job Title: WFM Manager

About the Role

This exciting opportunity exists for a skilled WFM Manager to partner with business stakeholders, operations, and clients in achieving optimal workforce planning, scheduling, and capacity management.

Key Responsibilities
  • Business Partnership
  • Act as primary point of contact for business leaders and client stakeholders providing workforce insights, analysis, and recommendations to support strategic decision-making.
  • Translate business forecasts and plans into WFM strategies including staffing models, shrinkage planning, and hiring recommendations.
  • Workforce Planning & Forecasting
  • Develop long-term, mid-term, and short-term capacity plans forecasting call volumes, workloads, FTE requirements, and staffing needs.
  • Collaborate with Talent Acquisition and Training teams to align hiring and onboarding plans with forecast demand.
  • Scheduling & Optimization
  • Design efficient schedules balancing service delivery, employee preferences, and cost ensuring optimal utilization of workforce across different lines of business.
  • Implement scheduling best practices managing shrinkage, adherence, and occupancy.
  • Real-Time Management
  • Oversee intraday management, real-time monitoring, and SLA adherence driving corrective actions to maintain service levels.
  • Ensure smooth coordination with Operations during spikes and downtime.
  • Analytics & Reporting
  • Generate performance dashboards, staffing reports, and variance analysis providing actionable insights into workforce trends, attrition, absenteeism, and utilization.
  • Identify opportunities to enhance efficiency and reduce costs.
  • Team Management
  • Lead and mentor a team of WFM analysts and real-time specialists building capability within the WFM team to handle complex modeling and analytics.
  • Drive a culture of accuracy, timeliness, and business impact.

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