Job Description
Manager Workforce Management (WFM)
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Role Overview
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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.
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Key Responsibilities
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Workforce 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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Stakeholder & 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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Performance & 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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Process 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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Tools & 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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Required 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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Candidate Profile
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- Proven experience in WFM within a BPO workplace
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- Strong expertise in IEX and standard WFM tools
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- Flexible to work in a 24x7 rotational shift environment
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What 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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If you are passionate about data, operational excellence, and driving impactful business decisions, this role is for you!
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Contact Person-
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Swapnil Gupta
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(phone hidden)
📌 Manager WFM (Pune)
🏢 Atain
📍 Pune