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 fast-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 skills with exposure to senior leadership & client interactions
- Capability to coach and upskill teams , especially in Excel and reporting
- High attention to detail with a data-driven mindset

Candidate Profile

- Proven experience in WFM within a BPO environment
- Robust expertise in IEX and standard WFM tools
- Flexible to work in a 24x7 rotational shift environment

? What Success Looks Like

- Delivering accurate forecasts and efficient schedules
- Driving consistent KPI achievement
- Providing actionable insights to improve business performance
- Building strong client relationships and trust

✅ If you are passionate about data, operational excellence, and driving impactful business decisions, this role is for you!

Contact Person-

Swapnil Gupta

📌 Manager WFM (Pune)
🏢 Atain
📍 Pune