Senior Manager WFM

2 weeks ago

Kolkata, West Bengal, India Cogenthub Full time ₹ 12,00,000 - ₹ 24,00,000 per year

The Senior Manager WFM will be responsible for overseeing end-to-end workforce planning and management for the business. This includes forecasting, capacity planning, real-time management, scheduling, and reporting to ensure optimal utilization of manpower and achievement of service delivery targets across all processes. The ideal candidate will bring strategic and analytical thinking to optimize staffing levels and operational efficiency in a dynamic BPO environment.

Key Responsibilities:

1. Forecasting & Capacity Planning

  • Develop short-term, medium-term, and long-term volume forecasts in collaboration with business and clients.
  • Build capacity plans based on forecasted volumes, attrition trends, shrinkage, and productivity targets.
  • Recommend hiring and training plans to maintain optimum staffing levels.

2. Scheduling & Resource Allocation

  • Create and manage agent schedules aligning with forecast requirements and SLA commitments.
  • Ensure schedule adherence and optimize staffing to minimize idle time and overtime.
  • Coordinate with operations, HR, and training for new hire ramp-ups and nesting management.

3. Real-Time Management (RTM)

  • Oversee the real-time monitoring of queues, volumes, and performance metrics.
  • Proactively identify deviations and initiate corrective actions to meet SLAs and service goals.
  • Manage intraday staffing adjustments, shrinkage, and absenteeism to maintain service consistency.

4. Reporting & Analytics

  • Generate daily, weekly, and monthly reports on forecast accuracy, staffing, occupancy, and performance.
  • Analyze trends and provide actionable insights to improve workforce utilization and operational efficiency.
  • Present WFM dashboards to leadership and client stakeholders.

5. Stakeholder Management

  • Collaborate with client partners, business leaders, and operations teams to align WFM strategy with business goals.
  • Participate in client calls/reviews to discuss forecasts, variances, and performance trends.
  • Drive governance meetings to review capacity, productivity, and resource utilization.

6. Automation & Process Excellence

  • Drive automation and optimization initiatives using WFM tools and analytics.
  • Leverage data visualization and BI tools for improved forecasting accuracy and decision-making.
  • Implement best practices in workforce management and continuous improvement.

Key Skills & Competencies:

  • Expertise in Forecasting, Scheduling, Capacity Planning, and Real-Time Management.
  • Proficiency in WFM tools like IEX, NICE, Aspect, Verint, or similar.
  • Strong analytical and numerical ability; advanced skills in MS Excel and data visualization tools (Power BI/Tableau).
  • In-depth understanding of BPO operations, SLAs, AHT, shrinkage, and occupancy metrics.
  • Excellent communication, presentation, and stakeholder management skills.
  • Ability to handle large-scale, multi-process, and multi-location operations.

Qualifications & Experience:

  • Graduate / Postgraduate in any discipline (MBA preferred).
  • 1015 years of overall experience with at least 5 years in a leadership role in WFM within a BPO environment.
  • Experience in voice, non-voice, or blended operations (domestic or international).
  • Knowledge of forecasting models, staffing algorithms, and scheduling optimization tools.

  • Senior Manager Operations

    2 weeks ago

    Kolkata, West Bengal, India Cogenthub Full time

    Senior Manager Operations - ITes & BPOJob DescriptionCogentHubCx.AI is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.Role...

  • Senior MLM L2

    4 days ago

    Kolkata, West Bengal, India Wipro Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Job DescriptionJob Title: Senior MLM L2Req Id: 113121City: KolkataState/Province: West BengalPosting Start Date: 11/20/25Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic...

  • Senior Wealth Manager

    2 weeks ago

    Kolkata, West Bengal, India Anand Rathi Share and Stock Brokers Ltd Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Company DescriptionAnand Rathi Share and Stock Brokers Ltd. (ARSSBL) is a leading full-service investment bank, established in 1994, providing a wide array of financial solutions to individuals, institutions, and high-net-worth clients. With a strong presence in over 350 locations across India and international operations in Dubai, Hong Kong, and New York,...

  • Senior Brand Manager

    2 weeks ago

    Kolkata, West Bengal, India Universal Corporation Limited Full time

    Senior Brand Manager / Account Director – Hygiene Brand Location: [Kolkata] Experience: 10–25 years Reporting to: Head of Marketing / Business Director Role OverviewAs the Senior Brand Manager / Account Director, you will lead the strategic development, execution, and management of brand initiatives for a leading hygiene brand. You'll be responsible for...

  • Senior Manager

    2 weeks ago

    Kolkata, West Bengal, India RPG Group Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About RPG Enterprises:Mumbai head-quartered RPG Enterprises is one of India's largest industrial conglomerates. With over 15 companies in its fold, the group has a strong presence across core business sectors such as Infrastructure, Tyres, IT, Healthcare, Energy and Plantation to name a few. Established in 1979, RPG Enterprises is one of India's fastest...

  • Senior Branch Manager

    11 hours ago

    Kolkata, West Bengal, India Bajaj Life Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Company DescriptionBajaj Life Insurance is one of the fastest-growing life insurance companies in India, offering a diverse portfolio of products, including ULIPs, term insurance, retirement, and child policies. Serving over 3.85 crore policyholders and managing an AUM of ₹1.3 Lakh Crores, Bajaj Life boasts a 99.29% claim settlement ratio and a robust 343%...

  • senior manager

    4 days ago

    Kolkata, West Bengal, India SPML Infra Ltd Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    CORPORATE OFFICE, Kolkata, West Bengal, IndiaDepartmentHUMAN RESOURCEJob posted onOct 07, 2025Employee TypeREGULARExperience range (Years)8 years - 15 yearsJob Title: Senior HR Manager – Talent AcquisitionDepartment: Human ResourcesReporting To: Head – Human Resources / General Manager – HRLocation: Corporate Office / Regional Office1. Job Purpose:To...

  • Senior Sales Manager

    2 weeks ago

    Kolkata, West Bengal, India Dewar's Garage Ltd Full time

    Job Description – Senior Sales Manager (Auto Showroom)Job Title:Senior Sales Manager/Sales Manager for Dewars Garage for its Car ShowroomsLocation:Kolkata, IndiaReporting To:General Manager/Outlet HeadIndustry:Automotive – Passenger Vehicles. Suitable Candidates with Sales experience in automotive sales preferred but candidates with sales experience from...

  • Senior Project Manager

    4 days ago

    Kolkata, West Bengal, India Tata Consultancy Services (TCS) Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Date: 17 Sept 2025Location: Kolkata, WB, IN, 700106Company: tatacons02About UsTata Consulting Engineers Limited (TCE) is the largest Indian private sector engineering and project consultancy and an emerging global leader in integrated engineering solutions. With more than 60 years of engineering excellence, TCE has a presence in over 64 countries and over...

  • Senior Brand Manager

    1 week ago

    Kolkata, West Bengal, India Emami Ltd Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    We are hiringPosition:Senior Brand Manager – Consumer Care Division (CCD)Location:KolkataIndustry:FMCGWhy Join Us?Be part of one of India's fastest growing FMCG companies in personal care, healthcare, and cosmetics.Lead iconic brands with a strong legacy and market presence.Work with cross-functional teams and external partners to create impactful...