Wfm Manager

Role Summary

The WFM Scheduling Manager is responsible for developing, implementing, and governing workforce schedules to ensure optimal staffing coverage, service level achievement, productivity, and cost efficiency across multiple business lines and locations. The role partners closely with Operations, Forecasting, Capacity Planning, HR, Training, and Real-Time teams to balance business requirements with employee experience while driving schedule adherence and operational performance. This aligns with WFM functions such as forecasting labor requirements, creating schedules, resource allocation, and maintaining consistent scheduling practices.

Role & responsibilities :

Scheduling & Workforce Planning

• Develop short-term and long-term staffing schedules based on forecasts and business demand.
• Create and maintain shift patterns, rotations, break plans, and off-line activities.
• Ensure optimal alignment of staffing to workload requirements.
• Manage schedule generation and publication within agreed timelines.
• Support launch of new programs, campaigns, and business requirements.

Workforce Governance

• Drive schedule compliance and adherence governance.
• Monitor staffing utilization and schedule effectiveness.
• Review staffing risks and recommend corrective actions.
• Ensure compliance with labor laws, client requirements, and organizational policies.

Stakeholder Management

• Partner with Operations Managers to balance service delivery and employee engagement.
• Work closely with Forecasting, Capacity Planning, RTA, Training, and HR teams.
• Provide staffing recommendations during business reviews and planning meetings.
• Present scheduling performance and workforce insights to leadership.

Analysis & Reporting

• Analyze schedule efficiency, occupancy, shrinkage, and adherence trends.
• Identify gaps impacting service levels or staffing utilization.
• Develop action plans for staffing risks and schedule optimization.
• Publish weekly and monthly workforce management reports.

Continuous Improvement

• Drive automation and process improvements in scheduling.
• Standardize scheduling methodologies across locations and LOBs.
• Lead transformation initiatives to improve workforce efficiency.
• Participate in workforce management tool enhancements and implementations.

Key Performance Indicators (KPIs)

• Service Level Achievement
• Schedule Adherence (%)
• Staffing Accuracy
• Shrinkage Management
• Occupancy Utilization
• Forecast vs. Scheduled Variance
• Employee Schedule Satisfaction
• Cost per FTE
• Productivity & Staffing Efficiency

Required Skills & Experience

Functional Skills

• Workforce Management (Scheduling, Planning, Capacity Management)
• Forecasting and Staffing Models
• Shrinkage and Productivity Management
• Schedule Optimization Techniques
• Multi-Site Workforce Planning
• Reporting & Data Analysis

Tools

• Verint WFM
• Genesys WEM/WFM
• NICE IEX
• Aspect eWFM
• Advanced Excel
• Power BI / Tableau

Experience

• 6-10+ years in Workforce Management.
• 3+ years leading Scheduling or Planning functions.
• BPO / Contact Center environment preferred.
• Experience supporting multi-client, multi-site operations.