Position Manager WFMReports To Director Revenue OperationsLocation India Remote Shift timings 2PM -11PM IST About Us HighLevel is an AI powered all-in-one white-label sales marketing platform that empowers agencies entrepreneurs and businesses to elevate their digital presence and drive growth We are proud to support a global and growing community of over 2 million businesses including agencies consultants and businesses of all sizes and industries HighLevel empowers users with all the tools needed to capture nurture and close new leads into repeat customers As of mid 2025 HighLevel processes over 4 billion API hits and handles more than 2 5 billion message events every day Our platform manages over 470 terabytes of data distributed across five databases operates with a network of over 250 microservices and supports over 1 million hostnames Our People With over 1 500 team members across 15 countries we operate in a global remote-first environment We are building more than software we are building a global community rooted in creativity collaboration and impact We take pride in cultivating a culture where innovation thrives ideas are celebrated and people come first no matter where they call home Our Impact As of mid 2025 our platform powers over 1 5 billion messages helps generate over 200 million leads and facilitates over 20 million conversations for the more than 2 million businesses we serve each month Behind those numbers are real people growing their companies connecting with customers and making their mark - and we get to help make that happen Learn more about us on our YouTube Channel or Blog Posts Who You Are As the Manager of Workforce Management WFM you ll lead the strategy tools and people that keep our customer-facing teams operating at peak performance You ll manage a team of analysts and schedulers own our Assembled WFM platform and partner across departments to ensure we re always staffed to deliver amazing experiences for our customers This role is ideal for someone who loves turning data into action a blend of analytical thinking leadership and operational execution You ll play a key role in optimizing team capacity forecasting workload and driving process improvements that scale with our growth What You ll Be Doing Lead the WFM Team Manage and mentor a team of analysts and schedulers focused on forecasting capacity planning and real-time management Foster a culture of collaboration accountability and continuous improvement Own Workforce Planning Build and maintain short- and long-term staffing models for our Support Success and other customer-facing teams Partner with Finance People Ops and RevOps to inform hiring and capacity decisions Deliver accurate forecasts and actionable insights that keep service levels on target Drive Operational Excellence Monitor real-time operations to ensure coverage and responsiveness across all channels Identify patterns and opportunities to improve utilization efficiency and agent experience Develop dashboards and reports that track forecast accuracy adherence and performance Collaborate Across Teams Work cross-functionally with Customer Experience Success and Sales leadership to align staffing with business needs Translate complex data into straightforward actionable recommendations What You ll Bring 8 years of Workforce Management experience in a customer-facing organization 2 years leading or managing WFM teams Hands-on experience with WFM tools Assembled strongly preferred Strong analytical and quantitative skills advanced proficiency in Excel or Google Sheets Experience collaborating with Support Success or Sales teams Excellent communicator and problem solver who thrives in a fast-moving dynamic environment Bonus Experience with BI tools like Looker Tableau or Power BI Equal Employment Opportunity Information The company is an Equal Opportunity Employer As an employer subject to affirmative action regulations we invite you to voluntarily provide the following demographic information This information is used solely for compliance with government recordkeeping reporting and other legal requirements Providing this information is voluntary and refusal to do so will not affect your application status This data will be kept separate from your application and will not be used in the hiring decision LI-Remote LI-TN1 We may use artificial intelligence AI tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses These tools assist our recruitment team but do not replace human judgment Final hiring decisions are ultimately made by humans If you would like more information about how your data is processed please contact us

📌 Manager, Wfm (India)
🏢 HighLevel
📍 India