Hiring: Manager/Senior Manager - Workforce Management (WFM) | Pune (Hinjewadi Phase 2)
Are you a Workforce Management professional with robust expertise in forecasting, capacity planning, scheduling, and real-time operations? We are looking for an experienced Manager - Workforce Management (WFM) to join our team and drive workforce optimization across large-scale operations.
?Location: Pune, Hinjewadi Phase 2
? Shift: US Shift (5:00 PM IST onwards)
? Role Type: Individual Contributor
? Experience: 8+ Years in Workforce Management
? Industry Preference: BPO / BPM / BPS / Shared Services / Customer Operations
Key Responsibilities
✅ Lead workforce forecasting, capacity planning, scheduling, and real-time management functions.
✅ Develop short, medium, and long-term staffing plans aligned to business demand.
✅ Drive workforce optimization through analytics, productivity improvement, utilization management, and service level governance.
✅ Partner with Operations, Finance, HR, Recruitment, Training, and Quality teams to support business objectives.
✅ Provide actionable workforce insights and recommendations through data-driven decision-making.
✅ Support operational excellence initiatives, automation opportunities, and process improvements.
✅ Manage workforce planning for large-scale environments supporting 500+ FTE operations.
What We're Looking For
✔ Strong expertise in:
- Forecasting
- Capacity Planning
- Scheduling
- Real-Time Adherence (RTA)
- Intraday Management
- Shrinkage Management
- Headcount Planning
- Workforce Analytics
- Resource Planning
Experience working with tools such as NICE IEX, NICE WFM, Verint, Genesys, Aspect, Calabrio, Advanced Excel, and Power BI is preferred.
Why Consider This Opportunity?
This is a high-impact role that directly influences workforce strategy, operational performance, client outcomes, and business growth. The position offers an opportunity to work with senior stakeholders, leverage advanced workforce analytics, and contribut
📌 Manager/Senior Manager (Pune)
🏢 Wipro
📍 Pune