Wfm Manager

5 days ago

Gurgaon, Haryana, India Advatix Apac Logistics Full time ₹ 6,00,000 - ₹ 18,00,000 per year

Job Title: Workforce Management (WFM) Manager

Location: Gurugram, Haryana

Shift Timing: US Shift (Night Shift)

Employment Type: Full-time / Work from Office

Interested folks can share their CV-

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About the Role:

We are seeking an experienced Workforce Management (WFM) Manager to lead and oversee all aspects of forecasting, scheduling, capacity planning, and real-time management for our operations. The ideal candidate will have strong analytical and leadership skills, with proven experience in managing workforce processes for a US-based client or business.

Key Responsibilities:

  • Lead the WFM team responsible for forecasting, scheduling, capacity planning, and real-time adherence.
  • Partner closely with Operations, HR, and Training teams to ensure optimal staffing levels and business continuity.
  • Develop and maintain workforce models to forecast volume, staffing requirements, and shrinkage trends.
  • Analyze call volume trends and operational metrics to recommend improvements in staffing efficiency.
  • Ensure intraday and interval-level staffing alignment and manage real-time adjustments as needed.
  • Generate daily/weekly/monthly reports and insights to support leadership decisions.
  • Manage SLA adherence, shrinkage, occupancy, and utilization metrics.
  • Drive automation, process improvement, and accuracy in workforce planning tools and reports.
  • Coordinate with client WFM teams (if applicable) to ensure forecast accuracy and alignment.
  • Mentor and develop team members to build WFM expertise across the department.

Required Skills & Qualifications:

  • Graduate in any discipline (MBA preferred).
  • 510 years of experience in Workforce Management, with at least 2+ years in a managerial role.
  • Hands-on experience with WFM tools (e.g., IEX, Verint, NICE, Aspect, or similar).
  • Strong analytical, problem-solving, and data interpretation skills.
  • Proficiency in MS Excel, Power BI, and data visualization tools.
  • Excellent communication and stakeholder management skills.
  • Prior experience working with US clients or supporting US operations is a must.
  • Flexibility to work in night shifts and handle cross-functional interactions across time zones.

Preferred Attributes:

  • Experience in BPO/KPO/Shared Services setup.
  • Knowledge of AHT, FTE, and capacity planning models.
  • Strong presentation and reporting skills.

Why Join Us:

  • Opportunity to lead a high-performing WFM function for a global process.
  • Exposure to cutting-edge workforce analytics and planning tools.
  • Dynamic and inclusive work culture.

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