Job Title: AGM / GM - Workforce Management

Department: Workforce Management

Location: Udyog Vihar, Gurugram or Noida

Role Summary:

We are hiring a Senior WFM Specialist to own forecasting, capacity planning, and real-time management for one or more lines of business, with a direct mandate to reduce operational leakage overstaffing, understaffing, forecast variance, unplanned shrinkage, and SLA misses. This role partners closely with Delivery, Operations, and Leadership Reporting to turn workforce data into decisions that protect service levels and cost efficiency.

Key Responsibilities:

- Own end-to-end long-, medium-, and short-term forecasting (volumes, AHT, shrinkage) and capacity planning across assigned LOBs.
- Build, publish, and maintain staffing schedules and real-time management (RTM) practices to optimize adherence, occupancy, and shrinkage.
- Identify and close sources of workforce-related leakage forecast-to-actual variance, unplanned shrinkage, scheduling inefficiency, SLA breaches through root-cause analysis and corrective action plans.
- Design, track, and report WFM KPIs (forecast accuracy, schedule efficiency, shrinkage %, adherence %, occupancy, service level) via leadership-ready dashboards.
- Lead intraday management and escalate real-time staffing gaps with transparent,



data-backed recommendations.
- Support quarterly and annual headcount and budget planning based on volume and attrition forecasts.
- Partner with Operations, Training, Recruitment, and Finance to align staffing plans with delivery commitments.
- Mentor junior WFM analysts and schedulers; maintain SOPs and quality standards for the WFM function.
- Drive automation and continuous improvement in WFM tools, reporting, and processes.

Required Skills & Qualifications

- 58 years of WFM experience in a BPO / ITES / contact centre environment, with demonstrated ownership of forecasting and real-time management.
- Strong analytical and problem-solving skills, with the ability to translate data into a clear staffing narrative.
- Excellent stakeholder management and communication skills; comfortable presenting to senior leadership.
- Hands-on experience with WFM platforms (e.g., NICE IEX, Verint, Genesys, Aspect, or Calabrio) and advanced Excel.
- Track record of measurably reducing forecasting or scheduling leakage in a prior role.

Nice to Have

- Working knowledge of SQL, Power BI, or Tableau for self-serve reporting.
- Six Sigma / Lean certification or prior exposure to process-improvement initiatives.

📌 AGM / GM - WFM (BPO || Contact Centre) (Noida)
🏢 Radical Minds
📍 Noida