Manager -WFM || Pune

Manager Workforce Management (WFM)

Role Overview

We are seeking a dynamic and analytical Manager WFM to lead workforce planning operations and drive efficiency across forecasting, capacity planning, scheduling, and real-time management. This role demands strong stakeholder collaboration, data-driven decision-making, and expertise in WFM tools within a fast-paced BPO environment.

Key Responsibilities

Workforce Planning & Management

• Own and manage Capacity Planning, Forecasting, Scheduling, and Real-Time Operations (RTA)
• Ensure accurate, timely, and effective MIS reporting across all WFM functions
• Monitor and drive daily KPIs to meet business targets
• Handle outage scenarios and contingency planning efficiently

Stakeholder & Client Management

• Collaborate closely with Operations, Clients (Internal & External), and Cross-functional Teams
• Conduct daily/weekly performance reviews with stakeholders
• Address ad-hoc operational requirements within defined TAT and accuracy standards

Performance & Data Analytics

• Perform deep-dive analysis of performance metrics and outliers
• Develop dashboards, insightful reports, and ad-hoc analysis
• Maintain data integrity and governance standards
• Proactively identify risks and recommend solutions to prevent performance or revenue impact

Process Excellence

• Drive continuous improvements in planning accuracy and operational efficiency
• Ensure adherence to departmental goals and deliverables
• Lead initiatives to enhance team capability and reporting automation

Tools & Technical Expertise

• Hands-on experience with WFM tools such as:

• IEX (Preferred)

• Avaya

• Blue Pumpkin

• Verint (Variant)

• Advanced proficiency in MS Excel (data analysis, reporting, automation)

Required Skills & Competencies

• Strong knowledge of WFM functions: Planning, Forecasting, Scheduling, and Reporting
• Excellent analytical and problem-solving skills
• Ability to make quick decisions under pressure
• Strong communication skills with exposure to senior leadership & client interactions
• Capability to coach and upskill teams, especially in Excel and reporting
• High attention to detail with a data-driven mindset

Candidate Profile

• Proven experience in WFM within a BPO environment
• Strong expertise in IEX and standard WFM tools
• Flexible to work in a 24x7 rotational shift environment

What Success Looks Like

• Delivering accurate forecasts and efficient schedules
• Driving consistent KPI achievement
• Providing actionable insights to improve business performance
• Building strong client relationships and trust

If you are passionate about data, operational excellence, and driving impactful business decisions, this role is for you!

Contact Person-

Sonam Singh

9953150816