Assistant Manager – Workforce Management (WFM)

https://smrtr.io/BMjNd

? Location: Whitefield, Bangalore

? Employment Type: Full time

? ? Experience: 6-10 Years

? Qualification: Any Graduate

? Joining: Immediate Joiners Preferred

? Relocation: Candidates open to relocating to Bangalore are encouraged to apply

About the Role

We are looking for an experienced Assistant Manager – Workforce Management (WFM) to join our team in Bangalore. The ideal candidate will have strong expertise in Capacity Planning, Forecasting, Scheduling, Erlang C, Intraday Management and Real-Time Adherence (RTA) within a contact center / BPO environment.

You will be responsible for optimizing workforce capacity, building effective schedules, supporting real-time operations and ensuring resources are aligned with business requirements and service-level objectives.

Key Responsibilities

- Drive Workforce Management (WFM) activities including Capacity Planning, Forecasting, Scheduling and Real-Time Management.
- Develop short-term and intraday forecasts based on historical trends, actual volumes, business changes and operational requirements.
- Build and optimize schedules using WFM tools and Erlang C calculators.
- Perform Capacity Planning across inbound, outbound and non-voice channels in multi-channel / omni-channel environments.
- Analyze staffing requirements, shrinkage, utilization, occupancy and service-level requirements.
- Conduct Intraday Forecasting and Day-of-Week (DOW) adjustments to optimize staffing.
- Monitor real-time performance and provide actionable recommendations to operations teams.
- Manage RTA (Real-Time Adherence) and identify opportunities to improve schedule adherence and resource utilization.
- Support Real-Time teams in managing and achieving SLA / Service Level targets.
- Identify call-routing anomalies, volume interruptions and system outages through real-time monitoring applications.




- Study historical trends and operational effectiveness to identify staffing and scheduling opportunities.
- Optimize existing schedules based on actual business trends and changing demand patterns.
- Manage large-scale scheduling requirements using WFM platforms and Erlang C methodologies.
- Maintain and oversee WFM scheduling systems and ensure accurate workforce data.
- Escalate contact center interruptions and business-impacting incidents to relevant stakeholders.
- Lead, coach and manage WFM team members while ensuring performance and discipline.

Required Skills & Expertise
- Strong knowledge of Workforce Management (WFM) principles and methodologies.
- Expert understanding of Erlang C and its application in contact center staffing.
- Strong experience in Capacity Planning, Forecasting and Scheduling.
- Hands-on experience with Short-Term Forecasting and Intraday Forecasting.
- Experience managing Inbound, Outbound and Non-Voice processes.
- Exposure to Multi-Channel / Omni-Channel Workforce Management.
- Strong understanding of RTA, Schedule Adherence, Utilization, Occupancy and Service Levels.
- Experience with WFM platforms such as Verint, Presence, Cisco or similar tools.
- Strong analytical and problem-solving skills.
- Power BI knowledge will be an added advantage.
- Exposure to MS Project / Project Management or Requirements Management tools is desirable.
- Strong stakeholder management and communication skills.
- Prior experience in People Management is preferred.

Experience
- 6-9 years of overall relevant experience in Workforce Management.
- Strong specialization in Forecasting / Scheduling / Capacity Planning.
- At least 2 years of experience managing WFM teams / people or equivalent leadership experience.

Why Join Us? Link To Apply - https://smrtr.io/BMjNd

Join a high-impact WFM team where you will play a key role in capacity optimization, workforce productivity, service-level improvement and operational transformation.

Interested Candidates Please drop an email on : [email protected]

? Immediate Joiners Preferred | Open to Relocation to Bangalore | Bangalore Candidates Preferred

📌 Assistant Manager (Bengaluru)
🏢 WNS
📍 Bengaluru