? 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 workplace
- Solid 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 (phone hidden)

📌 Manager WFM (Pune)
🏢 Atain
📍 Pune