Job Description

Job Title: Manager Workforce Management (WFM)

Location: Pune (Work from Office)
Shift: Open to work in shifts

Job Summary

The Manager – Workforce Management (WFM) is responsible for driving workforce planning, forecasting accuracy, scheduling efficiency, and real-time performance management across contact center operations. The role focuses on ensuring optimal staffing levels, achieving service level targets, and maximizing resource utilization through effective workforce management practices. The individual will collaborate closely with operations, IT, and leadership teams to support business objectives and deliver operational excellence.

Key Responsibilities

Workforce Management Optimization
- Manage forecasting, capacity planning, and scheduling activities to ensure optimal staffing and service level achievement.
- Monitor workforce management processes to maintain accurate planning aligned with operational requirements.
- Utilize WFM tools such as IEX, Avaya, Verint, or Blue Pumpkin to improve scheduling effectiveness and workforce utilization.




- Analyze historical trends and business drivers to develop accurate short-term and long-term staffing plans.

Real-Time Management & Reporting
- Monitor real-time operational performance and take proactive actions to address staffing variances, call volume fluctuations, and service level risks.
- Lead and support Real-Time Analysts (RTAs) in managing intraday performance.
- Develop, maintain, and present daily, weekly, and monthly workforce management reports and dashboards.
- Provide actionable insights and recommendations to stakeholders based on workforce performance metrics.

Process Improvement & Risk Management
- Identify process improvement opportunities within workforce management operations.
- Conduct root cause analysis to address forecasting inaccuracies, schedule adherence issues, and service delivery gaps.
- Implement corrective and preventive actions to improve operational efficiency a

📌 Manager WFM (Pune)
🏢 Atain
📍 Pune