Manager - WFM || BPO Experience

Job Title: Manager Workforce Management (WFM)

Location: Pune (Work from Office)
Shift: Open to work in shifts

Job Summary

The Manager Workforce Management (WFM) is responsible for driving workforce planning, forecasting accuracy, scheduling efficiency, and real-time performance management across contact center operations. The role focuses on ensuring optimal staffing levels, achieving service level targets, and maximizing resource utilization through effective workforce management practices. The individual will collaborate closely with operations, IT, and leadership teams to support business objectives and deliver operational excellence.

Key Responsibilities

Workforce Management Optimization

• Manage forecasting, capacity planning, and scheduling activities to ensure optimal staffing and service level achievement.
• Monitor workforce management processes to maintain accurate planning aligned with operational requirements.
• Utilize WFM tools such as IEX, Avaya, Verint, or Blue Pumpkin to improve scheduling effectiveness and workforce utilization.
• Analyze historical trends and business drivers to develop accurate short-term and long-term staffing plans.

Real-Time Management & Reporting

• Monitor real-time operational performance and take proactive actions to address staffing variances, call volume fluctuations, and service level risks.
• Lead and support Real-Time Analysts (RTAs) in managing intraday performance.
• Develop, maintain, and present daily, weekly, and monthly workforce management reports and dashboards.
• Provide actionable insights and recommendations to stakeholders based on workforce performance metrics.

Process Improvement & Risk Management

• Identify process improvement opportunities within workforce management operations.
• Conduct root cause analysis to address forecasting inaccuracies, schedule adherence issues, and service delivery gaps.
• Implement corrective and preventive actions to improve operational efficiency and planning effectiveness.
• Ensure compliance with workforce management standards and best practices.

Stakeholder Management

• Partner with operations, IT, HR, and business leaders to align workforce strategies with business goals.
• Communicate staffing plans, forecasting assumptions, performance updates, and recommendations to key stakeholders.
• Support continuous improvement initiatives and drive operational excellence across the WFM function.

Required Qualifications & Skills

Experience

• Minimum 7+ years of experience in Workforce Management within a contact center, BPO, customer service, or service operations environment.
• Experience managing forecasting, scheduling, capacity planning, and real-time workforce management functions.
• Prior experience leading or mentoring WFM/RTA teams is preferred.

Technical Skills

• Hands-on experience with workforce management tools such as IEX, Avaya, Verint, Blue Pumpkin, or similar platforms.
• Advanced proficiency in Microsoft Excel, including reporting, data analysis, and dashboard creation.
• Experience with reporting and visualization tools is an added advantage.

Analytical Skills

• Strong analytical and problem-solving skills with the ability to interpret large datasets and workforce metrics.
• Expertise in forecasting, trend analysis, and workforce optimization.

Leadership Skills

• Demonstrated ability to manage teams, drive performance, and influence cross-functional stakeholders.
• Strong decision-making and planning capabilities.

Communication Skills

• Excellent verbal and written communication skills.
• Strong stakeholder management and collaboration abilities.

Flexibility

• Willingness to work in a 24x7 shift environment and support business requirements as needed.