Senior Workforce Scheduling Specialist

2 days ago

Hyderabad, Telangana, India beBeeWorkforce Full time ₹ 90,00,000 - ₹ 1,20,00,000

Role Description

Job Title: WFM Manager

The Workforce Management (WFM) Manager plays a key strategic role in partnering with business stakeholders to optimize workforce planning, scheduling and capacity management.

  • Business Partnership
  • The primary point of contact for business leaders and client stakeholders provides 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 and maintain 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 that balance service delivery, employee preferences and cost.
  • Ensure optimal utilization of the workforce across different lines of business.
  • Implement scheduling best practices to manage shrinkage, adherence and occupancy.
  • 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.
  • Ensure smooth coordination with Operations during spikes and downtime.
  • Analytics & Reporting
  • Generate and present performance dashboards, staffing reports and variance analysis.
  • Provide 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.
  • Build capability within the WFM team to handle complex modeling and analytics.
  • Drive a culture of accuracy, timeliness and business impact.

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