The WFM Manager oversees capacity planning and staffing for back-office operations, focusing on resource allocation, forecasting, and monitoring performance to meet SLAs.
WFM Manager – Capacity Planning & Back‑Office Operations
Role Summary
The WFM Manager is responsible for forecasting, capacity planning, and staffing for back‑office operations. The role ensures the right resources are available to meet SLAs, manage backlogs, and support business growth through accurate planning and strong operational partnership.
Key Responsibilities
Work Location: Mumbai (preferably)
Work model: Hybrid
Role Summary
The WFM Manager is responsible for forecasting, capacity planning, and staffing for back‑office operations. The role ensures the right resources are available to meet SLAs, manage backlogs, and support business growth through accurate planning and strong operational partnership.
Key Responsibilities
- Develop long‑term and short‑term capacity plans for back‑office processes.
- Forecast volumes, productivity, and staffing needs using historical and current trends.
- Create FTE plans based on AHT, shrinkage, backlog targets, and workload distribution.
- Monitor backlog health and recommend actions to maintain SLA performance.
- Partner with operations, HR, and finance on hiring, cross‑training, and resource allocation.
- Track WFM KPIs such as forecast accuracy, utilization, and staffing variance.
- Build and maintain dashboards/reports for capacity, staffing, and productivity insights.
- Support new process transitions with sizing and ramp‑up planning.
- 8–12+ years of WFM experience with strong exposure to back‑office planning.
- Expertise in forecasting, capacity modelling, and staffing calculations.
- Strong analytical skills with advanced Excel; experience with BI tools preferred.
- Familiarity with WFM platforms (Verint, NICE, Aspect, etc.).
- Excellent communication and stakeholder management abilities.
- Experience in BPO/Shared Services/GCC environments.
- Understanding of statistical forecasting and automation tools
Work Location: Mumbai (preferably)
Work model: Hybrid
Top Skills
Aspect
Bi Tools
Excel
Nice
Verint
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