Forecasting Manager- WFM

3 days ago

Gurgaon, Haryana, India TP Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Job Summary
:

The Workforce Management (WFM) Manager is responsible for overseeing and optimizing all aspects of workforce planning, scheduling, and real-time management.

This role involves leading a team of WFM professionals, developing and implementing strategies to improve staffing efficiency, and ensuring that operational needs are met while maintaining high service levels.

The WFM Manager works closely with senior management and other departments to align workforce management practices with organizational goals.

Key Responsibilities
:

1.
Team Leadership and Management
: Lead, mentor, and develop a team of WFM professionals, including planners, schedulers, and analysts. Conduct regular performance reviews, provide feedback, and support professional development for team members. Coordinate team activities and ensure alignment with departmental and organizational objectives.

2.
Strategic Workforce Planning
: Develop and implement workforce management strategies to align staffing levels with business needs and objectives. Oversee forecasting and planning processes to predict future staffing requirements and manage capacity effectively.

  1. Scheduling and Optimization: Ensure the creation and management of efficient employee schedules to meet operational demands and service level agreements (SLAs). Implement and monitor scheduling practices to maximize coverage, minimize overtime, and reduce scheduling conflicts.

4.
Real-Time Management
: Oversee real-time monitoring of workforce metrics and performance indicators to ensure adherence to schedules and service levels. Address and resolve any real-time issues related to staffing, adherence, or performance.

5.
Data Analysis and Reporting:
Analyze workforce data and generate reports on key performance indicators (KPIs), staffing efficiency, and operational performance. Provide insights and recommendations to senior management based on data analysis to support strategic decision-making.

6.
Process Improvement:
Identify and implement process improvements to enhance workforce management practices, increase efficiency, and reduce costs. Stay updated on industry trends and best practices to continuously improve WFM processes and systems.

7.
Collaboration and Communication:
Work closely with other departments, such as HR, operations, and IT, to ensure effective coordination and communication. Communicate workforce management strategies, changes, and updates to relevant stakeholders and ensure clarity of expectations.

8.
Compliance and Documentation
: Ensure compliance with labor laws, company policies, and industry regulations in all workforce management activities. Maintain accurate documentation of workforce management processes, policies, and system configurations.

  • WFM Manager

    3 days ago

    Gurgaon, Haryana, India Taskus Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    8+ years of WFM experienceWill lead a team of WFM Planners who will maximize the use of manpower resources by forecasting the volume of transactions -- calls, messages or emails -- and scheduling the correct number of teammates to handle expected volume of transactions.Will use your expertise in forecasting and budgeting, staff scheduling, employee...

  • Forecasting Manager II Gurgaon II WFO

    3 days ago

    Gurgaon, Haryana, India Teleperformance (TP) Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Skills Required13+ years in contact center environments; 8+ years in WFM Forecasting leadership.Expertise in WFM platforms (Verint, IEX, Genesys, Avaya).Proficiency in Microsoft Excel and forecasting methodologies.Strong leadership, communication, and stakeholder management skills.Deep understanding of contact center metrics and financial impact.

  • WFM Lead

    7 days ago

    Gurgaon, Haryana, India Globiva Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Job Title: Lead Workforce Management (WFM)Company: GlobivaLocation: Gurgaon (Sector 18)Work Mode: Work From Office (WFO)Working Days: 6 Days (Fixed/Rotational Off as per policy)About the RoleWe are hiring an experienced Lead WFM for our BPO operations. The role involves team handling, advanced reporting, dialer management, and workforce planning to ensure...

  • WFM RTM Manager

    3 days ago

    Gurgaon, Haryana, India Taskus Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    As a WFM RTM Manager you handle the entire RTA team including Supervisors and RTAsMin of 8+ years of experience in WFM departmentAbility to demonstrate and articulate understanding of key workforce management conceptsProficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint,...

  • WFM Analyst

    7 days ago

    Gurgaon, Haryana, India Airbnb Full time ₹ 5,00,000 - ₹ 12,00,000 per year

    Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic...

  • WFM Analyst

    3 days ago

    Gurgaon, Haryana, India Airbnb Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic...

  • Senior Manager – Workforce Management

    5 days ago

    Gurgaon, Haryana, India TP Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Roles & ResponsibilitiesLead end-to-end WFM strategy across multiple business units, ensuring alignment with organizational objectives and client SLAs.Govern forecasting, capacity planning, and scheduling practices, ensuring accuracy, scalability, and consistency across teams.Partner with senior leadership, Finance, and HR to align workforce strategies with...

  • Sr Manager/ Manager

    3 days ago

    Gurgaon, Haryana, India Teleperformance (TP) Full time ₹ 8,00,000 - ₹ 25,00,000 per year

    Skills Required13+ years in contact center environments; 8+ years in WFM leadership.Expertise in WFM platforms (Verint, IEX, Genesys, Avaya).Proficiency in Microsoft Excel and forecasting methodologies.Strong leadership, communication, and stakeholder management skills.Deep understanding of contact center metrics and financial impact.

  • Hiring For SME-WFM

    1 day ago

    Gurgaon, Haryana, India Manning Consulting Full time ₹ 40,00,000 - ₹ 65,00,000 per year

    Location: Gurgaon & PuneMin Exp: 3+ YearsSalary: Upto 6.5LPAAvailability: Immediate to 15 daysWork from officeUS ShiftsRoles and Responsibilities RTAMonitor and manage service level agreements as per SOW of the process.Conduct RCA (root cause analysis) for SLA deviations (Intraday and EOD) and share the insights with (Ops/WFM) leadership for review in timely...

  • Workforce Management Executive-Assistant Manager

    1 day ago

    Gurgaon, Haryana, India Wipro Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Role & responsibilitiesPrepare and maintain headcount and capacity planners for processes assigned.Preparing forecasts for volume, productivity and shrinkages.Preparing monthly reports for individual accountsValidate production and non-production hiring and/or internal movements.Analysis of scheduling outputs and recommend changes whenever...