Manager Workforce Management (WFM)

nRole Overview

nWe 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.

nKey Responsibilities

nWorkforce Planning & Management

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- Own and manage Capacity Planning, Forecasting, Scheduling, and Real-Time Operations (RTA)
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- Ensure accurate, timely, and effective MIS reporting across all WFM functions
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- Monitor and drive daily KPIs to meet business targets
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- Handle outage scenarios and contingency planning efficiently
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nStakeholder & Client Management

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- Collaborate closely with Operations, Clients (Internal & External), and Cross-functional Teams
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- Conduct daily/weekly performance reviews with stakeholders
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- Address ad-hoc operational requirements within defined TAT and accuracy standards
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nPerformance & Data Analytics

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- Perform deep-dive analysis of performance metrics and outliers
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- Develop dashboards, insightful reports, and ad-hoc analysis
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- Maintain data integrity and governance standards
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- Proactively identify risks and recommend solutions to prevent performance or revenue impact
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nProcess Excellence

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- Drive continuous improvements in planning accuracy and operational efficiency
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- Ensure adherence to departmental goals and deliverables
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- Lead initiatives to enhance team capability and reporting automation
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nTools & Technical Expertise

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- Hands-on experience with WFM tools such as:
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- IEX (Preferred)
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- Avaya
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- Blue Pumpkin
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- Verint (Variant)
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- Advanced proficiency in MS Excel (data analysis, reporting, automation)
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nRequired Skills & Competencies

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- Strong knowledge of WFM functions: Planning, Forecasting, Scheduling, and Reporting
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- Excellent analytical and problem-solving skills
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- Ability to make quick decisions under pressure
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- Strong communication skills with exposure to senior leadership & client interactions
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- Capability to coach and upskill teams, especially in Excel and reporting
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- High attention to detail with a data-driven mindset
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nCandidate Profile

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- Proven experience in WFM within a BPO environment
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- Robust expertise in IEX and standard WFM tools
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- Flexible to work in a 24x7 rotational shift environment
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nWhat Success Looks Like

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- Delivering accurate forecasts and efficient schedules
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- Driving consistent KPI achievement
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- Providing actionable insights to improve business performance
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- Building strong client relationships and trust
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nIf you are passionate about data, operational excellence, and driving impactful business decisions, this role is for you!

nContact Person-

nSwapnil Gupta

n7042379178

📌 Manager WFM (Pune)
🏢 Atain
📍 Pune