Workforce Development Specialist

2 weeks ago

Rajkot, Gujarat, India beBeeWorkforce Full time ₹ 80,00,000 - ₹ 1,20,00,000
WFM Manager Job Overview

The WFM Manager/Business Partner serves as a strategic partner to business stakeholders, operations, and clients to ensure optimal workforce planning, scheduling, capacity management, and real-time performance monitoring.

  • Strategic Partnership
  • Act as the primary WFM point of contact for business leaders and client stakeholders.
  • Provide workforce insights, analysis, and recommendations to support informed decision-making.
  • Translate business forecasts and plans into effective WFM strategies (staffing models, shrinkage planning, hiring recommendations).

Key Responsibilities:

  • Workforce Planning & Forecasting
  • Develop and maintain long-term, mid-term, and short-term capacity plans that align with business objectives.
  • Forecast call volumes, workloads, FTE requirements, and staffing needs to ensure adequate resource allocation.
  • Collaborate with Talent Acquisition and Training teams to synchronize hiring and onboarding plans with forecast demand.

Scheduling & Optimization:

  • Design efficient schedules that balance service delivery, employee preferences, and operational efficiency.
  • Ensure optimal utilization of the workforce across different lines of business to maximize productivity.
  • Implement scheduling best practices to manage shrinkage, adherence, and occupancy rates.

Real-Time Management:

  • Oversee intraday management, real-time monitoring, and SLA adherence to ensure seamless service delivery.
  • Drive corrective actions to maintain service levels, including overtime, cross-skilling, and load balancing when necessary.

Analytics & Reporting:

  • Generate and present performance dashboards, staffing reports, and variance analysis to inform data-driven decisions.
  • Provide actionable insights into workforce trends, attrition, absenteeism, and utilization to drive business improvement.

Team Management:

  • Lead and mentor a team of WFM analysts and real-time specialists to foster growth and development.
  • Build capability within the WFM team to handle complex modeling and analytics.
  • Drive a culture of accuracy, timeliness, and business impact to achieve organizational goals.

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