Job description:
Job Description Manager - WFM - Pune
͏ Role PurposeLead end-to-end workforce planning, forecasting, capacity management, scheduling, and real-time operations across multiple clients and delivery centers. The role will drive workforce optimization, service delivery performance, operational excellence, and business growth while serving as a trusted advisor to clients and business leaders.
͏ Key Accountabilities1. Workforce Strategy and Planning• Lead end-to-end WFM functions, including forecasting, capacity planning, scheduling, and real-time management.
• Develop short-, medium-, and long-term staffing plans aligned with business demand and client commitments.
• Drive workforce optimization to improve utilization, productivity, occupancy, and service levels.
• Govern staffing plans, hiring requirements, shrinkage assumptions, and workforce productivity metrics.
• Improve forecast accuracy through analytics, trend analysis, and workforce modeling.
2. Client and Stakeholder Management• Act as the primary WFM partner for clients and internal stakeholders.
• Lead business reviews and present workforce insights, recommendations, and performance outcomes to senior client leadership.
• Manage workforce-related escalations and ensure timely resolution.
• Build trusted relationships with Operations, Finance, HR, Recruitment, Training, Quality, and Technology teams.
• Influence business decisions through data-driven workforce recommendations.
͏ 3. Leadership and Team Management• Lead, mentor, and develop Workforce Managers, Capacity Planners, Schedulers, and Real-Time Analysts.
• Create a high-performance culture focused on accountability, collaboration, and continuous improvement.
• Drive employee development, succession planning, coaching, and leadership capability building.
• Manage WFM leadership teams across multiple programs and delivery locations.
4. Operational Excellence and Governance• Establish governance frameworks for workforce planning and re
📌 Manager - workforce management (Pune)
🏢 Wipro
📍 Pune