Senior Manager Workforce Management

1 week ago

Bengaluru Chennai Pune, India Photon Full time ₹ 20,00,000 - ₹ 25,00,000 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.

  • Workforce Management

    1 week ago

    Chennai, Tamil Nadu, India Gainwell Technologies Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Job Description Workforce Management (RTA) Date: Oct 28, 2025 Location: Bangalore, KA, IN, 560100 Chennai, TN, IN, 600032 Req ID: 32104 Work Mode: Remote IndiaSummary A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to...

  • Workforce Management Leader

    3 weeks ago

    Bengaluru, India [24]7.ai Full time

    Job Summary We are seeking a dynamic and experienced Manager – Workforce Management (WFM) to lead and optimize workforce planning operations across our customer support or operations functions.The ideal candidate will have deep expertise in volume forecasting, capacity/resource planning, scheduling, real-time management (RTM), and reporting, along with...

  • Workforce Management Analyst

    1 week ago

    Pune, Maharashtra, India DirectionWay Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Company DescriptionDirectionWay, an initiative by Galleon Consultants, promotes practical learning for students and working professionals. We implement research-based teaching techniques that create dynamic learning environments centered on learner choice. Our learning model emphasizes the 5 c's: Creativity, Communication, Critical Thinking, Choices, and...

  • Workforce Management

    2 days ago

    Bengaluru, Hyderabad, Pune, India White Horse Manpower Consultancy Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Develop, implement, and maintain capacity planning and forecasting models.Analyze historical data and trends to predict future workforce requirements.Work with stakeholders to optimize staffing, scheduling, and workload distribution. Required Candidate profileUtilize WFM systems tools to generate reports and ensure alignment with business goalsEnsure...

  • Workforce Management

    1 week ago

    Bengaluru, Karnataka, India Gainwell Technologies LLC Full time ₹ 1,50,000 - ₹ 28,00,000 per year

    WFM - RTA (Real Time Adherence)A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day...

  • Workforce Management

    2 days ago

    Bengaluru, Karnataka, India Gainwell Technologies LLC Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Workforce Management (Forecasting)Date – Location – Remote IndiaTiming - Shift Timings - US Time (9 hours shift between 7AM-7PM EST)Req ID A WFM (Workforce Management) short-term forecasting role is primarily responsible for predicting near- future staffing needs by analyzing historical data and current trends, allowing a company to accurately schedule...

  • Business Analyst – Operations

    2 weeks ago

    Chennai, India PiTek Solutions Full time

    Senior Workforce Management Expert – Operations & ManufacturingFull-Time Remote Work from India for a North American Client We are seeking ahighly experienced, Senior Workforce Management (WFM) Expertto join our team. This pivotal role requires deep, specialized knowledge in WFM and operational processes to support and enhance time & labor solutions...

  • Workforce Management

    2 weeks ago

    Bengaluru, Karnataka, India Gainwell Technologies Full time ₹ 15,000 - ₹ 28,00,000 per year

    WFM - Capacity PlanningIn Workforce Management (WFM), long-term forecasting role focused on new business using stakeholder provided or proxy data to predict staffing needs over extended periods, often considering seasonal trends, market changes, and business strategies.Key responsibilities of a WFM long-term forecasting role:Analyzing historical...

  • Workforce Management Analyst

    3 weeks ago

    Pune, India Aptino, Inc. Full time

    Position: Scheduling Analyst Location: Gurgaon, Haryana OR Pune, Maharashtra (Work from Office) Experience: 2.5+ WFM/scheduling experience preferred Qualification: Graduate We're hiring a Scheduling Analyst to join our Workforce Management team! In this role, you'll be responsible for creating efficient schedules, maintaining WFM system accuracy, and...

  • Workforce Management Analyst

    2 weeks ago

    Chennai, TN, IN, Gainwell Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Workforce Management Analyst Workforce Management Location - Remote India Timing - Shift Timings - US Time (9 hours shift between 4:30 OM to 1:30 AM(IST)) A WFM (Workforce Management) supervisor is responsible for overseeing the workforce planning and scheduling within an organization, including tasks like forecasting staffing needs, creating...