Greetings for the Day…!!!

We are looking for a Deputy Manager- Workforce Management for one of our esteemed clients in Pune having experience in Workfoce management,forecasting,Capacity Planning,Scheduling,RTA.

Exp: 10+ Years

Location: Pune

CTC: Up to 19 LPA

Shift : UK Shift

:-

- Manage end-to-end Workforce Management (WFM) activities including forecasting, capacity planning, scheduling, and real-time management.
- Prepare short-term and long-term forecasts based on historical trends, business volumes, AHT, shrinkage, and productivity.
- Develop and optimize agent schedules, shift plans, and staffing requirements.
- Monitor service levels, occupancy, utilization, adherence, shrinkage, AHT, and staffing variance.
- Perform real-time monitoring of queues and take corrective actions to manage volume fluctuations.
- Identify staffing gaps and excess capacity and recommend appropriate actions.
- Partner with Operations, HR, Recruitment, Training, and Business teams for headcount planning and hiring requirements.




- Manage intraday management and ensure appropriate staffing coverage during peak and non-peak periods.
- Analyz workforce data and prepare MIS, dashboards, and management reports.
- Track forecast accuracy and identify opportunities to improve forecasting methodology.
- Manage leave planning, shrinkage, overtime, and schedule adherence.
- Conduct regular capacity and productivity analysis and provide actionable insights to leadership.
- Lead and mentor the WFM team and ensure achievement of operational KPIs.
- Support recent process transitions, ramp-ups, migrations, and business expansions from a WFM perspective.
- Ensure adherence to defined WFM processes, SLAs, and governance standards.
- Present WFM performance, risks, trends, and recommendations to senior management.

We are looking for candidates who can join us in 30 days.

📌 Deputy Manager-Workforce Management (Pune)
🏢 Right Move
📍 Pune