Job Summary

The Workforce Management Manager will be responsible for managing workforce planning, scheduling, and real-time performance governance to ensure service level attainment and operational efficiency across contact center or shared service operations.

The role will lead a team responsible for forecasting support, capacity planning, scheduling, and command center oversight, ensuring optimal staffing alignment to demand while balancing cost, productivity, and service outcomes.

Key Responsibilities

- Capacity Planning & Workforce Modeling
- Manage headcount planning and workforce supply vs demand alignment.
- Drive workforce optimization to balance service levels and productivity
- Engage in weekly/monthly planning conversations with stakeholders to ensure actions plans and glide paths are built in
- Scheduling & Roster Management
- Ensure staffing coverage across intervals to support service level targets
- Manage shift bids, rotations, and roster alignment.
- Using available tools at hand to ensure optimal coverage and lead simulations to meet client KPIs where needed
- Real-time operations and Command center oversight
- Drive real-time actions including skill moves, overtime,



or staffing adjustments through the analyst teams.
- Manage queue performance, backlog, and staffing risks
- Lead daily WFM operational reviews with operations leadership
- Partner with WFM relationship managers for intraday adjustments
- Reporting & Documentation
- Analyze trends impacting service levels, occupancy, and productivity.
- Track plan vs actual performance and recommend improvements
- Present workforce insights to operations and senior leadership.
- Team Leadership
- Manage and develop a team of analysts, schedulers and planners
- Ensure adherence to WFM governance and best practices
- Coach team members on workforce analytics and planning techniques

Qualifications & Skills

- Bachelor’s degree preferred, or equivalent experience in contact center/WFM workplace.
- 6–10 years’ experience in workforce management with 2-3 years of managerial experience.
- Exposure to multi-program or multi-site operations preferred
- Proficiency with WFM tools (NICE/IEX, Verint, Aspect, Genesys) and contact center reporting systems.
- Excellent communication, prioritization, and stakeholder management skills.

📌 WFM Manager I (Navi Mumbai)
🏢 Foundever
📍 Navi Mumbai