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 o

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