Job Description

Manager Workforce Management (WFM)

n

Role Overview

n

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.

n

Key Responsibilities

n

Workforce Planning & Management

n

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

n

Stakeholder & Client Management

n

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

n

Performance & Data Analytics

n

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

n

Process Excellence

n

n
- Drive continuous improvements in planning accuracy and operational efficiency
n




- Ensure adherence to departmental goals and deliverables
n
- Lead initiatives to enhance team capability and reporting automation
n

n

Tools & Technical Expertise

n

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

n

Required Skills & Competencies

n

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

n

Candidate Profile

n

n
- Proven experience in WFM within a BPO environment
n
- Strong expertise in IEX and standard WFM tools
n
- Flexible to work in a 24x7 rotational shift environment
n

n

What Success Looks Like

n

n
- Delivering accurate forecasts and efficient schedules
n
- Driving consistent KPI achievement
n
- Providing actionable insights to improve business performance
n
- Building strong client relationships and trust
n

n

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

n

Contact Person-

n

Swapnil Gupta

n

(phone hidden)

📌 Manager WFM (Pune)
🏢 Atain
📍 Pune