? Manager Workforce Management (WFM)
? Role Overview
We are seeking a dynamic and analytical Manager WFM to lead workforce planning operations and drive efficiency across forecasting, capacity planning, scheduling, and real-time management. This role demands strong stakeholder collaboration, data-driven decision-making, and expertise in WFM tools within a quick-paced BPO environment.
? Key Responsibilities
? Workforce Planning & Management
- Own and manage Capacity Planning, Forecasting, Scheduling, and Real-Time Operations (RTA)
- Ensure accurate, timely, and effective MIS reporting across all WFM functions
- Monitor and drive daily KPIs to meet business targets
- Handle outage scenarios and contingency planning efficiently

? Stakeholder & Client Management
- Collaborate closely with Operations, Clients (Internal & External), and Cross-functional Teams
- Conduct daily/weekly performance reviews with stakeholders
- Address ad-hoc operational requirements within defined TAT and accuracy standards

? Performance & Data Analytics




- Perform deep-dive analysis of performance metrics and outliers
- Develop dashboards, insightful reports, and ad-hoc analysis
- Maintain data integrity and governance standards
- Proactively identify risks and recommend solutions to prevent performance or revenue impact

⚙️ Process Excellence
- Drive continuous improvements in planning accuracy and operational efficiency
- Ensure adherence to departmental goals and deliverables
- Lead initiatives to enhance team capability and reporting automation

?️ Tools & Technical Expertise
- Hands-on experience with WFM tools such as:
- IEX (Preferred)
- Avaya
- Blue Pumpkin
- Verint (Variant)
- Advanced proficiency in MS Excel (data analysis, reporting, automation)

? Required Skills & Competencies
- Strong knowledge of WFM functions: Planning, Forecasting, Scheduling, and Reporting
- Excellent analytical and problem-solving skills
- Ability to make quick decisions under pressure
- Strong communication

📌 Manager Wfm (India)
🏢 Atain
📍 India