WFM and Headcount Manager
Job type: Full Time · Department: Customer experience · Work type: In office

Pune, Maharashtra, India

Job Overview
We are looking for a Workforce Management (WFM) & Headcount Manager to own end-to-end workforce planning for our customer-facing teams. This role is responsible for forecasting demand, capacity planning, headcount strategy, and staffing optimization across regions, shifts, and support channels.

You will partner closely with Support Leadership, Finance, HR, Recruiting, and Operations to ensure the right people are in the right place at the right time—while balancing cost, service levels, and scalability.

What You’ll Do
Workforce Planning & Forecasting

Own short-term and long-term demand forecasting across channels (tickets, chat, calls, async support).
Translate volume forecasts into capacity models and headcount requirements.
Build scenario models for growth, seasonality, launches, and incident-driven spikes.

Headcount Strategy & Governance

Own headcount planning, hiring plans, and staffing assumptions in partnership with Finance and HR.
Track actuals vs plan and proactively recommend adjustments.
Support annual operating plans, quarterly reforecasts, and budget cycles.

Scheduling & Capacity Optimization

Design and optimize schedules across regions, shifts, and time zones.
Ensure SLA coverage for APAC, EMEA, and AMER where applicable.
Balance utilization, shrinkage, productivity, and employee wellbeing.

Operational Insights & Reporting

Build and maintain dashboards for key WFM metrics such as forecast accuracy, utilization, occupancy, shrinkage, backlog risk, and SLA attainment.
Provide clear insights and recommendations to leadership.
Identify inefficiencies and drive continuous improvement initiatives.

Cross-Functional Collaboration

Partner with Support Managers and Directors to align staffing with operational realities.




Work with Recruiting on hiring timelines and ramp assumptions.
Collaborate with Finance on cost modeling and budget adherence.
Align with Enablement and QA on ramp time, productivity curves, and performance assumptions.

Tools & Process Ownership

Own WFM tools, models, and planning processes.
Standardize planning methodologies and documentation.
Improve automation and accuracy in forecasting and reporting.

What You’ll Bring

6–10+ years of experience in Workforce Management, Capacity Planning, or Support Operations.
Strong experience managing headcount planning for customer support or CX organizations.
Proven expertise in forecasting, staffing models, and scenario planning.
Advanced analytical skills (Excel / Google Sheets; BI tools preferred).
Experience working with ticketing, telephony, or omnichannel support environments.
Strong stakeholder management and communication skills.
Ability to operate in fast-paced, scaling environments with ambiguity.

What Success Looks Like

Accurate forecasts with minimal SLA misses.
Right-sized teams aligned to growth and seasonality.
Clear headcount visibility and predictable hiring plans.
Improved utilization without burnout.
Leadership trust in WFM data and recommendations.

What We Offer

High-impact role with the chance to play a key role in a rapidly growing company.
Work with a passionate, energetic, and diverse team.
Competitive benefits, recognition programs, and career development opportunities.
Comprehensive health insurance coverage for you and your family’s well-being.
Generous holiday policy.
A company that genuinely invests in your professional success.

Equal Employment Opportunity

Multiplier is an equal opportunity employer: we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

📌 WFM & Headcount Manager (Maharashtra)
🏢 Neara
📍 Maharashtra