Job Title: Senior Manager Workforce Management (WFM)
Location: Pune (Work from Office)
Shift: Open to work in shifts
Job Summary:
The Senior Manager – Workforce Management (WFM) is responsible for driving operational efficiency, workforce optimization, and planning accuracy across contact center operations. This role focuses on forecasting, capacity planning, scheduling, and real-time management to ensure service level achievement and effective resource utilization. The individual will work closely with operations, IT, and leadership teams to enhance workforce strategies and deliver consistent business outcomes.
Key Responsibilities:
Workforce Management Optimization
• Lead forecasting, capacity planning, and scheduling to ensure optimal staffing and service level attainment
• Monitor WFM processes to ensure accurate workforce planning aligned with operational targets
• Leverage WFM tools such as IEX, Avaya, Verint, or Blue Pumpkin to enhance scheduling efficiency and utilization
Real-Time Management & Reporting
• Oversee real-time operational KPIs and manage workforce adjustments during fluctuations or outages
• Ensure effective intraday management through a team of RTAs
• Develop and maintain performance dashboards (daily/weekly/monthly) using Excel or reporting tools
• Provide data-driven insights to leadership for decision-making
Process Improvement & Risk Management
• Identify process gaps, operational risks, and inefficiencies within WFM operations
• Conduct root cause analysis for deviations in forecast accuracy or service delivery
• Implement corrective and preventive actions to improve process reliability and efficiency
Stakeholder Management
• Collaborate with operations, IT, and leadership teams to align workforce strategies
• Communicate performance insights, workforce plans, and recommendations effectively
• Drive continuous improvement initiatives across the WFM function
Required Qualifications & Skills:
• Experience: Minimum 7+ years of experie
📌 Senior Manager WFM (Pune)
🏢 Atain
📍 Pune