Senior Manager Workforce Management

1 day ago

Bengaluru Chennai Pune, India Photon Full time ₹ 12,00,000 - ₹ 36,00,000 per year

The Senior Manager, Workforce Management (WFM) is a senior leadership role responsible for the strategic direction and operational oversight of an organization's workforce planning, forecasting, and scheduling functions. This position ensures that staffing levels, employee skills, and resource allocation are optimized to meet business objectives, service level agreements (SLAs), and customer demands efficiently and cost-effectively.

Key Responsibilities

  • Strategic Planning: Lead the development and execution of long-term WFM strategies that align with broader organizational goals. This includes forecasting future staffing needs by analyzing historical data, market trends, and business growth projections.
  • Operational Management: Oversee all aspects of the end-to-end WFM lifecycle, including forecasting , scheduling , real-time intraday management , and performance reporting . Ensure accuracy, efficiency, and adherence to established metrics and policies.
  • Team Leadership: Build, mentor, and manage a high-performing WFM team. Foster a culture of continuous improvement, data-driven decision-making, and professional development.
  • Process and Technology: Drive the implementation of WFM tools and technologies (e.g., Verint, NICE, Genesys) to enhance operational capabilities. Standardize and streamline WFM processes across different teams or locations.
  • Stakeholder Collaboration: Serve as the primary point of contact for senior leadership and key stakeholders (e.g., Operations, Finance, HR). Provide insights and recommendations on staffing, budget allocation, and operational efficiency.
  • Performance and Reporting: Define and monitor key performance indicators ( KPIs ) and generate comprehensive reports and dashboards on vulnerability trends , SLA adherence, and staffing performance. Use data analysis to identify risks, opportunities, and areas for improvement.
  • Compliance and Risk Management: Ensure all WFM processes and policies comply with labor laws, company regulations, and other relevant governance frameworks.

Required Skills & Qualifications

  • Experience: Minimum of 7+ years of experience in workforce management, with at least 3 years in a senior leadership or managerial role.
  • WFM Expertise: Deep understanding of WFM principles, methodologies, and best practices, particularly in a call center, contact center, or similar environment.
  • Analytical Skills: Strong ability to analyze complex data sets, translate data into actionable strategies, and forecast future staffing requirements with high accuracy.
  • Technical Proficiency: Expertise in WFM software and tools, data analysis platforms, and reporting tools.
  • Leadership: Exceptional leadership , communication, and stakeholder management skills with a proven ability to influence and negotiate at senior levels.

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