Overall Purpose of the Job                               

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.

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

Key Responsibilities

• Develop short-term and long-term volume forecasts using historical trends, business inputs, and predictive models


• Translate forecasts into hiring plans, staffing models, and capacity plans


• Partner with TA and HR on headcount ramp-up plans (especially for new site build / expansion)


• Oversee creation and optimization of schedules to meet SLAs and operational targets


• Ensure efficient allocation of resources across shifts (24/7 operations where applicable)


• Manage shrinkage assumptions (leave, training, absenteeism) into workforce plans


• Oversee real-time monitoring of queues, staffing levels, and service performance


• Drive intraday management actions (reallocation, overtime, shift adjustments)


• Ensure adherence to schedules and improve productivity metrics


• Own WFM reporting framework including:




• Service levels, occupancy, utilization


• Forecast accuracy


• Schedule adherence


• Attrition and shrinkage trends




• Provide insights and recommendations to improve operational efficiency and cost management


• Ensure data accuracy across systems (WFM tools, payroll inputs, reporting dashboards)


• Partner closely with Service Delivery, Finance, and HR on workforce strategy and performance


• Present WFM insights and recommendations to leadership and clients (where applicable)


• Act as escalation point for workforce-related challenges


• Own and optimize WFM tools (e.g., eWFM, Avaya, Verint, NICE, etc.)


• Drive continuous improvement in WFM processes, automation, and reporting


• Ensure governance and standardization across scheduling, reporting, and workforce processes


• Lead, coach, and develop WFM analysts and scheduling teams


• Set performance targets and ensure delivery of accuracy and timeliness (e.g., >95% reporting accuracy benchmark


• Build a high-performing, data-driven WFM function

Key Metrics / Success Measures

• Service Level / SLA achievement


• Forecast accuracy


• Schedule adherence & shrinkage control


• Cost per FTE / staffing efficiency


• Reporting accuracy and timeliness


• Attrition & headcount planning effectiveness

Requirements

• Strong analytical and problem-solving skills with advanced Excel capability (mandatory)


• Experience with WFM systems (e.g., NICE, Verint, Avaya, eWFM)


• Ability to translate data into actionable business insights


• Strong stakeholder management and communication skills


• Ability to operate in a fast-paced, high-growth / greenfield environment


• High attention to detail with strong governance mindset

Qualifications

• 6–10 years of experience in Workforce Management within a contact center / BPO / service operations environment


• Bachelor’s Degree in Business, Analytics, Statistics, or related field


• Proven experience in forecasting, scheduling, and real-time operations


• Experience managing teams and stakeholder engagement

Required Languages:

• Good spoken and written English language skills

Travel Requirements:

•  Occasional travel is needed.