Lead WFM team to design staffing forecasts, capacity plans, schedules, and space allocation to meet SLAs across global time zones. Analyze workforce metrics (adherence, occupancy, shrinkage, absenteeism, overtime) to build predictive staffing plans, manage escalations and exceptions, maintain SOPs, and report workforce status to senior leadership. Collaborate with HR, Operations, Finance, and Analytics to align hiring and capacity with demand while implementing WFM tools to automate processes.
Manager - Workforce Management (WFM)
Position Details
- Position Title: Manager
- Department: Analytics & Reporting
- Division: WFM and MIS
- Contract Type: Permanent
Job Responsibilities
- Develop and implement comprehensive workforce management strategies, including staffing forecasts, capacity planning, and schedule designs to maintain client SLAs and ensure global time-zone coverage.
- Direct strategic space planning and governance, providing data-driven reports regarding space allocation and utilization.
- Oversee all scheduling, shift planning, and resource allocation to ensure adequate coverage across customer support, data services, and back-office operations.
- Monitor and analyze key workforce metrics such as adherence, occupancy, shrinkage, absenteeism, overtime, and utilization to build predictive staffing plans.
- Lead and manage the WFM team, including associates, senior associates, and team leads, by assigning tasks and ensuring the accuracy and timeliness of forecasting and scheduling.
- Collaborate with HR, Operations, Client Services, and Analytics functions to align workforce capacity with demand, hiring plans, and project scaling.
- Provide regular reports to senior leadership regarding workforce status, identified gaps, forecasted needs, and risks associated with staffing levels.
- Establish and maintain workforce management policies, Standard Operating Procedures (SOPs), and relevant documentation.
- Manage escalations related to staffing shortages, urgent shift swaps, and exceptions such as absences or overtime.
- Utilize and implement WFM tools and software to automate and optimize essential workforce processes.
Job Specification
Educational Qualifications
- Degree: Master’s degree in Business Administration (MBA) in any discipline.
- Preferred Major: Business Administration or Operational Management is preferred.
Experience
- Total Experience: Minimum of 5+ years of experience in workforce management.
- Leadership Experience: At least 2 years of experience in a leadership or managerial role.
Key Competencies
- High proficiency in Excel and Google Sheets.
- Strong analytical and forecasting skills.
- Familiarity with specialized Workforce Management (WFM) tools is preferred.
- Excellent communication and stakeholder coordination skills, specifically with HR, Finance, and Operations.
- Demonstrated performance in behavioral competencies as outlined in the company's performance framework.
English Language Proficiency
- Listening: Intermediate.
- Reading: Intermediate.
- Writing: Intermediate.
- Speaking: Intermediate.
Quantanite Mumbai, Maharashtra, IND Office
Mumbai, Maharashtra, India
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