Hi,

We are hiring for one of India's leading IT & consulting organizations for the position of WFM Manager.

Summary:

Workforce Management (WFM) Manager oversees an organization's staffing, forecasting, and scheduling processes to optimize productivity and control labor costs. They ensure the right number of employees with the correct skills are available at the right time while meeting service level targets

- To Apply for above WFM Manager , WhatsApp 'Hi' @ (phone hidden)
- When Asked For The job Code, Type: Job Code # 186

Key Skills:

- Minimum 3 years of experience in Workforce Management (WFM) in an International Contact Process
- At Least 1 year of Team Handling Experience
- Perform forecasting, capacity planning, and FTE requirement calculations using Erlang and other WFM methodologies.
- Any Graduate

Key Responsibilities:

- Manage WFM Intraday/Real-Time Operations and act as the first-level escalation point for Intraday Analysts/RTAs.
- Monitor Service Level (SL), Primary SLA, Schedule Adherence, Shrinkage, Occupancy/Utilization, and other WFM KPIs.
- Identify Service Level misses and operational challenges and implement real-time corrective action plans.
- Utilize IEX and other WFM tools for forecasting, scheduling, intraday management, and workforce planning.
- Manage and lead the WFM team, providing guidance, coaching, training, and knowledge-transfer sessions.




- Lead MI/reporting activities and ensure accuracy and quality of reports shared with internal and external stakeholders.
- Generate performance reports, dashboards, and management presentations based on operational trends and historical data.
- Analyze performance trends and provide actionable insights and recommendations to WFM and Operations leadership.
- Act as the first-level escalation for reporting queries, report troubleshooting, and data-related issues.
- Develop and improve intraday reports, reporting processes, dashboards, and analytical models.
- Automate reporting processes using Advanced Excel, Macros/VBA, and AI-based solutions to improve efficiency.
- Develop and implement staffing models, metric models, workforce plans, and budget forecasts.
- Monitor forecast accuracy and support hiring and staffing forecasts based on business volumes and quarterly attrition.
- Coordinate with Operations and other stakeholders to ensure effective execution of real-time action plans and WFM recommendations.
- Provide real-time and historical analysis and actionable business insights to customers and senior leadership.
- Support QC tracking and management in coordination with Service Line Leaders.
- Develop and implement workforce-related policies, procedures, and process improvements.
- Work with senior management to implement strategic workforce and business initiatives.
- Work directly with customers and stakeholders while working within Agile methodology and defined project deadlines.

📌 WFM Manager : International Process : Max 11 LPA : Apply Now (Kolkata)
🏢 Outpace Consulting Services
📍 Kolkata