Senior WFM Manager

4 hours ago

Navi Mumbai, Maharashtra, India Taskus Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Job Summary

The Senior WFM Manager will lead the workforce management function to ensure optimal staffing, forecasting, scheduling, and real-time adjustments in support of operational goals. This role combines strategic oversight, analytics, process improvement, stakeholder collaboration, and people leadership to enhance service levels, cost efficiency, and workforce productivity.

Key Responsibilities

  1. Forecasting & Capacity Planning
  2. Develop and maintain medium to long-term forecasts based on volume, seasonality, business growth, and other demand drivers.
  3. Validate historical data and trends, adjust assumptions as needed.
  4. Plan capacity to meet Service Level Agreements (SLAs) and business needs across all shifts/sites.
  5. Scheduling & Rostering
  6. Create efficient schedules that meet forecasted demand while respecting labor laws, contracts, employee preferences, and cost constraints.
  7. Manage shift patterns, breaks, multi-skill rostering where applicable.
  8. Intraday / Real-Time Management
  9. Monitor real-time performance against forecast (volume vs. load vs staffing).
  10. Implement adjustments during the day (shift swaps, overtime, re-allocation) to address variances.
  11. Performance Metrics & Analytics
  12. Define, track, report key WFM metrics (forecast accuracy, schedule adherence, shrinkage, occupancy, utilization, SLAs, cost per unit / cost per contact).
  13. Perform root cause analysis for variances and propose corrective actions.

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