Key Responsibilities

1. Forecasting &

- Capacity Planning

- Own short, medium, and long-term demand forecasts across supported accounts.

- Translate volume, AHT/productivity, shrinkage, occupancy, SLA, and business assumptions into capacity and staffing requirements.

- Develop annual operating plans, hiring plans, and rolling capacity outlooks.

- Track forecast accuracy, demand variance, and staffing gaps, with appropriate corrective actions.

- Build scenario models for growth, ramp-ups/ramp-downs, attrition, seasonality, productivity changes, and new business requirements.

2. Scheduling &

- Operational WFM Governance

- Govern scheduling, roster effectiveness, staffing deployment, and real-time WFM processes.

- Ensure staffing plans support contractual SLAs, productivity, occupancy, and customer experience outcomes.

- Identify capacity risks and drive mitigations through hiring, cross-skilling, schedule optimization, OT/VTO, and other levers.

- Ensure workforce readiness for peak periods, campaigns, migrations, and critical business events.

3.

Workforce

Analytics &

- Productivity

- Develop actionable insights across staffing, utilization, shrinkage, occupancy, adherence, productivity, and service performance.

- Identify workforce cost and efficiency opportunities without compromising service delivery.

- Drive automation of WFM reporting and planning processes using Excel, Power BI, and WFM platforms.

- Establish strong planning governance, dashboards, and performance review mechanisms.

4. Financial &

- Commercial Governance

- Optimize workforce utilization, cost per productive hour/FTE, and revenue productivity.

- Partner with Finance and Operations on workforce budgets, staffing plans, and productivity commitments.

- Support RFP/RFQ solutioning, staffing models, business cases, and commercial assumptions.

- Validate workforce assumptions for new business,



expansions, migrations, and contractual changes.

5. Client &

- Stakeholder Management

- Act as the senior WFM planning representative for assigned accounts.

- Lead client and internal workforce planning reviews.

- Present forecasts, capacity outlooks, staffing risks, mitigation plans, and performance insights to senior stakeholders.

- Own workforce-related escalations and ensure timely closure of planning dependencies.

6. WFM Transformation

- Drive adoption and optimization of WFM technologies, automation, and analytics.

- Lead process standardization and continuous-improvement initiatives.

- Support implementation and migration of WFM platforms and integrations.

- Identify opportunities to improve forecast accuracy, scheduling efficiency, and workforce productivity.

7.

People

Leadership

- Lead and develop a team of WFM professionals across planning and associated functions.

- Build capability in forecasting, capacity planning, scheduling, analytics, and client governance.

- Establish succession and development plans for critical WFM roles.

- Drive accountability, engagement, performance, and retention across the team.

Education &

- Experience

Qualification

- Graduate degree required; postgraduate qualification is preferred.

Experience

- 1015 years of overall qualified experience.

- 8–10+ years of relevant Workforce Management experience.

- Demonstrated experience leading forecasting and capacity planning functions.

- 5+ years of WFM people-management or leadership experience preferred.

- Strong BPO/contact-center experience across multiple accounts or business units.

- Experience supporting global or multi-geo operations preferred.

- Direct client governance and senior stakeholder management experience is essential.

- Experience supporting RFP solutioning, workforce transformation, and WFM technology implementations would be advantageous.

📌 Walk-in || We are hiring a WFM Manager For our International BPO Operations. (Bengaluru)
🏢 STARTEK Aegis Customer Support Services
📍 Bengaluru