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
Strong knowledge of WFM functions: Planning, Forecasting, Scheduling, and Reporting Excellent analytical and problem-solving skills Ability to make quick decisions under pressure Robust communication skills with exposure to senior leadership & client interactions Capabili

📌 Manager wfm (Pune)
🏢 Atain
📍 Pune