Manager - Workforce Management (WFM)

Position Details

- Position Title: Manager

- Department: Analytics & Reporting

- Division: WFM and MIS

- Contract Type: Permanent

Job Responsibilities

- Develop and implement comprehensive workforce management strategies, including staffing forecasts, capacity planning, and schedule designs to maintain client SLAs and ensure global time-zone coverage.

- Direct strategic space planning and governance, providing data-driven reports regarding space allocation and utilization.

- Oversee all scheduling, shift planning, and resource allocation to ensure adequate coverage across customer support, data services, and back-office operations.

- Monitor and analyze key workforce metrics such as adherence, occupancy, shrinkage, absenteeism, overtime, and utilization to build predictive staffing plans.

- Lead and manage the WFM team, including associates, senior associates, and team leads, by assigning tasks and ensuring the accuracy and timeliness of forecasting and scheduling.

- Collaborate with HR, Operations, Client Services, and Analytics functions to align workforce capacity with demand, hiring plans, and project scaling.

- Provide regular reports to senior leadership regarding workforce status, identified gaps, forecasted needs, and risks associated with staffing levels.





- Establish and maintain workforce management policies, Standard Operating Procedures (SOPs), and relevant documentation.

- Manage escalations related to staffing shortages, urgent shift swaps, and exceptions such as absences or overtime.

- Utilize and implement WFM tools and software to automate and optimize essential workforce processes.

Job Specification

Educational Qualifications

- Degree: Master’s degree in Business Administration (MBA) in any discipline.

- Preferred Major: Business Administration or Operational Management is preferred.

Experience

- Total Experience: Minimum of 5+ years of experience in workforce management.

- Leadership Experience: At least 2 years of experience in a leadership or managerial role.

Key Competencies

- High proficiency in Excel and Google Sheets.

- Robust analytical and forecasting skills.

- Familiarity with specialized Workforce Management (WFM) tools is preferred.

- Excellent communication and stakeholder coordination skills, specifically with HR, Finance, and Operations.

- Demonstrated performance in behavioral competencies as outlined in the company's performance framework.

English Language Proficiency

- Listening: Intermediate.

- Reading: Intermediate.

- Writing: Intermediate.

- Speaking: Intermediate.

📌 Manager - Workforce Management (WFM) (Mumbai)
🏢 Quantanite
📍 Mumbai