Overall Purpose of the Job

The Workforce Management (WFM) Manager is responsible for leading end-to-end workforce planning, forecasting, scheduling, and real-time performance management to ensure optimal staffing and service delivery outcomes.

This role drives operational efficiency through data-driven insights, ensuring alignment between workforce supply and business demand while maintaining service level agreements (SLAs), productivity, and cost targets. And acts as a strategic partner to Service Delivery and leadership teams, providing actionable insights on headcount planning, capacity modeling, and operational performance

Key Responsibilities
- Develop short-term and long-term volume forecasts using historical trends, business inputs, and predictive models
- Translate forecasts into hiring plans, staffing models, and capacity plans
- Partner with TA and HR on headcount ramp-up plans (especially for new site build / expansion)
- Oversee creation and optimization of schedules to meet SLAs and operational targets




- Ensure effective allocation of resources across shifts (24/7 operations where applicable)
- Manage shrinkage assumptions (leave, training, absenteeism) into workforce plans
- Oversee real-time monitoring of queues, staffing levels, and service performance
- Drive intraday management actions (reallocation, overtime, shift adjustments)
- Ensure adherence to schedules and improve productivity metrics
- Own WFM reporting framework including:
- Service levels, occupancy, utilization
- Forecast accuracy
- Schedule adherence
- Attrition and shrinkage trends
- Provide insights and recommendations to improve operational efficiency and cost management
- Ensure data accuracy across systems (WFM tools, payroll inputs, reporting dashboards)
- Partner closely with Service Delivery, Finance, and HR on workforce strategy and performance
- Present WFM insights and recommendations to leadership and clients (where applicable)
- Act as escalation point for workforce-rel

📌 Manager, Workforce Management (Delhi)
🏢 International Sos
📍 Delhi