Job Description

nManager 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 setting.
nKey Responsibilities
nWorkforce Planning & Management
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- Own and manage Capacity Planning, Forecasting, Scheduling, and Real-Time Operations (RTA) n
- Ensure accurate, timely, and effective MIS reporting across all WFM functionsn
- Monitor and drive daily KPIs to meet business targetsn
- Handle outage scenarios and contingency planning efficiently n

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

nPerformance & Data Analytics
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- 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
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- 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
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- Hands-on experience with WFM tools such as:n
- IEX (Preferred) n
- Avayan
- Blue Pumpkinn
- Verint (Variant)n
- Advanced proficiency in MS Excel (data analysis, reporting, automation)n

nRequired Skills & Competencies
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- Strong knowledge of WFM functions: Planning, Forecasting, Scheduling, and R

📌 Manager WFM (Pune)
🏢 Atain
📍 Pune