Work Force Management Manager

1 week ago

Bengaluru, Karnataka, India 24 7 ai Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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 excellent communication and stakeholder management skills.

Job Responsibilities

Forecasting & Planning:

  • Lead the design and execution of short-term and long-term volume forecasts using historical data and predictive analytics.
  • Collaborate with business stakeholders to align workforce capacity with operational goals.
  • Develop and manage headcount planning models and hiring plans for optimal staffing.

Scheduling & Resource Allocation:

  • Oversee creation and optimization of agent schedules, balancing business needs and employee satisfaction.
  • Ensure scheduling practices align with labor laws, operational efficiency, and service level targets.

Real-Time Management (RTM):

  • Direct RTM team to proactively monitor service levels, intraday performance, and adherence metrics.
  • Implement corrective actions and contingency plans to ensure real-time performance goals are met.

Reporting & Analytics:

  • Drive automation and accuracy in WFM dashboards and MIS reports.
  • Provide actionable insights to senior leadership on performance, trends, and improvement opportunities.

Stakeholder Engagement & Communication:

  • Partner with Operations, HR, Training, and Recruitment teams to drive WFM strategies.
  • Deliver clear and compelling presentations to leadership and clients on workforce performance and planning.

Team Leadership:

  • Mentor and manage a high-performing WFM team.
  • Encourage innovation, continuous improvement, and knowledge sharing.

Required Skills & Qualifications:

  • Minimum 10 years of WFM experience in BPO/KPO/Shared Services or similar environments.
  • Proven expertise in forecasting, capacity planning, scheduling, RTM, and reporting.
  • Excellent verbal and written communication skills; confident in delivering executive-level presentations.
  • Strong analytical and problem-solving mindset; proficiency in WFM tools (e.g., Aspect, NICE IEX, Verint, Genesys, etc.).
  • Advanced proficiency in MS Excel, PowerPoint, and data visualization tools (Power BI/Tableau preferred).
  • Ability to work in a dynamic, fast-paced environment with multiple stakeholders.

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