Manager Workforce Management (WFM)
Role Overview
We are seeking a dynamic and analytical Manager WFM to lead workforce planning operations and drive efficiency across forecasting, capacity planning, scheduling, and real-time management. This role demands strong stakeholder collaboration, data-driven decision-making, and expertise in WFM tools within a fast-paced BPO environment.
Key Responsibilities
Workforce Planning & Management
Own and manage Capacity Planning, Forecasting, Scheduling, and Real-Time Operations (RTA)
Ensure accurate, timely, and effective MIS reporting across all WFM functions
Monitor and drive daily KPIs to meet business targets
Handle outage scenarios and contingency planning efficiently
Stakeholder & Client Management
Collaborate closely with Operations, Clients (Internal & External), and Cross-functional Teams
Conduct daily/weekly performance reviews with stakeholders
Address ad-hoc operational requirements within defined TAT and accuracy standards
Performance & Data Analytics
Perform deep-dive analysis of performance metrics and outliers
Develop dashboards, insightful reports, and ad-hoc analysis
Maintain data integrity and governance standards
Proactively identify risks and recommend solutions to prevent performance or revenue impact
⚙️ Process Excellence
Drive continuous improvements in planning accuracy and operational efficiency




Ensure adherence to departmental goals and deliverables
Lead initiatives to enhance team capability and reporting automation
️ Tools & Technical Expertise
Hands-on experience with WFM tools such as:
IEX (Preferred)
Avaya
Blue Pumpkin
Verint (Variant)
Advanced proficiency in MS Excel (data analysis, reporting, automation)
Required Skills & Competencies
Solid knowledge of WFM functions: Planning, Forecasting, Scheduling, and Reporting
Excellent analytical and problem-solving skills
Ability to make quick decisions under pressure
Strong communication skills with exposure to senior leadership & client interactions
Capability to coach and upskill teams , especially in Excel and reporting
High attention to detail with a data-driven mindset
Candidate Profile
Proven experience in WFM within a BPO environment
Strong expertise in IEX and standard WFM tools
Flexible to work in a 24x7 rotational shift environment
What Success Looks Like
Delivering accurate forecasts and efficient schedules
Driving consistent KPI achievement
Providing actionable insights to improve business performance
Building strong client relationships and trust

✅ If you are passionate about data, operational excellence, and driving impactful business decisions, this role is for you!

Contact Person-
Swapnil Gupta
(phone hidden)

📌 Manager WFM (Pune)
🏢 Atain
📍 Pune