About this role
<h1><span style="font-size:12.0pt"><span style="text-decoration:underline">Overall Purpose of the Job </span> </span> <strong> </strong></h1> <p>The Workforce Management (WFM) Manager is responsible for leading end-to-end workforce planning, forecasting, scheduling, and real-time performance management to ensure optimal staffing and service delivery outcomes.</p> <p>This role drives operational efficiency through data-driven insights, ensuring alignment between workforce supply and business demand while maintaining service level agreements (SLAs), productivity, and cost targets. And acts as a strategic partner to Service Delivery and leadership teams, providing actionable insights on headcount planning, capacity modeling, and operational performance</p> <p><span style="text-decoration:underline"><strong>Key Responsibilities</strong></span></p> <ul type="disc"> <li>Develop short-term and long-term volume forecasts using historical trends, business inputs, and predictive models</li> <li>Translate forecasts into hiring plans, staffing models, and capacity plans</li> <li>Partner with TA and HR on headcount ramp-up plans (especially for new site build / expansion)</li> <li>Oversee creation and optimization of schedules to meet SLAs and operational targets</li> <li>Ensure efficient allocation of resources across shifts (24/7 operations where applicable)</li> <li>Manage shrinkage assumptions (leave, training, absenteeism) into workforce plans</li> <li>Oversee real-time monitoring of queues, staffing levels, and service performance</li> <li>Drive intraday management actions (reallocation, overtime, shift adjustments)</li> <li>Ensure adherence to schedules and improve productivity metrics</li> <li>Own WFM reporting framework including:</li> <ul type="circle"> <li>Service levels, occupancy, utilization</li> <li>Forecast accuracy</li> <li>Schedule adherence</li> <li>Attrition and shrinkage trends</li> </ul> <li>Provide insights and recommendations to improve operational efficiency and cost management</li> <li>Ensure data accuracy across systems (WFM tools, payroll inputs, reporting dashboards)</li> <li>Partner closely with Service Delivery, Finance, and HR on workforce strategy and performance</li> <li>Present WFM insights and recommendations to leadership and clients (where applicable)</li> <li>Act as escalation point for workforce-related challenges</li> <li>Own and optimize WFM tools (e.g., eWFM, Avaya, Verint, NICE, etc.)</li> <li>Drive continuous improvement in WFM processes, automation, and reporting</li> <li>Ensure governance and standardization across scheduling, reporting, and workforce processes</li> <li>Lead, coach, and develop WFM analysts and scheduling teams</li> <li>Set performance targets and ensure delivery of accuracy and timeliness (e.g., >95% reporting accuracy benchmark</li> <li>Build a high-performing, data-driven WFM function</li> </ul> <p><strong>Key Metrics / Success Measures</strong></p> <ul type="disc"> <li>Service Level / SLA achievement</li> <li>Forecast accuracy</li> <li>Schedule adherence & shrinkage control</li> <li>Cost per FTE / staffing efficiency</li> <li>Reporting accuracy and timeliness</li> <li>Attrition & headcount planning effectiveness</li> </ul> <p><strong>Requirements</strong></p> <ul> <li>Strong analytical and problem-solving skills with advanced Excel capability (mandatory)</li> <li>Experience with WFM systems (e.g., NICE, Verint, Avaya, eWFM)</li> <li>Ability to translate data into actionable business insights</li> <li>Strong stakeholder management and communication skills</li> <li>Ability to operate in a fast-paced, high-growth / greenfield environment</li> <li>High attention to detail with strong governance mindset</li> </ul> <p><strong>Qualifications</strong></p> <ul> <li>6–10 years of experience in Workforce Management within a contact center / BPO / service operations environment</li> <li>Bachelor’s Degree in Business, Analytics, Statistics, or related field</li> <li>Proven experience in forecasting, scheduling, and real-time operations</li> <li>Experience managing teams and stakeholder engagement</li> </ul> <p><strong>Required Languages:</strong></p> <ul> <li>Good spoken and written English language skills</li> </ul> <p><strong>Travel Requirements:</strong></p> <ul> <li> Occasional travel is needed.</li> </ul>