STARTEK welcomes experienced professionals for the role of WFM Manager.

About US -

Our associates are central to our mission of combining people, technology, and data to deliver customer experience excellence for leading brands. As a global CX solutions provider with 38,000 people in 12 countries, our teams come from many different backgrounds with rich and varied experiences. Our Values unite us, creating a shared set of behaviors that are common to all associates across Startek regardless of region or role.

Our Values work together to guide our decision-making and shape the experience of our associates, our clients, and our shareholders.

HR Name - Alisha A.

HR Contact - (phone hidden)

5 days working

Location - ITPL, Bengaluru

Position Summary The Manager Workforce Planning & Analytics will lead forecasting, capacity planning, scheduling governance, workforce analytics, and operational planning across assigned accounts and business portfolios. The role will partner closely with Operations, Finance, HR, Recruitment, Commercial/Solutions, and client stakeholders to ensure workforce readiness, optimize cost and productivity, manage staffing risks, and drive continuous improvement. The position requires strong hands-on WFM planning expertise combined with client facing leadership, with accountability for developing and managing a high-performing WFM team.

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 recent 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.

WFM & Contact Center Technologies

- Hands-on expertise with one or more enterprise WFM platforms such as NICE IEX, Verint WFM, Genesys WEM, Calabrio, or Aspect/eWFM.
- Working knowledge of contact-center reporting platforms such as Avaya CMS or equivalent.
- Strong understanding of forecasting, Erlang/staffing methodologies, scheduling, capacity planning, shrinkage, occupancy, and real-time management.

Eligibilty Criteria -

- Minimum Educational Qualification - Graduate(No backlogs), Post Graduate is preferred.
- Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.
- Exp in International BPO MANDATE.
- 10-15 years of overall professional 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.
- Ability to work under pressure and manage multiple tasks simultaneously.
- Knowledge of the industrys best practices and trends for team management.
- Excellent communication, interpersonal and problem-solving skills.
- Strong leadership and organisational skills.
- Excellent analytical and decision-making acumen.

Interview Process

- HR Screening
- Manager Round
- Final Discussion Round
- Salary discussion

Benefits

- Free Transportation (2-way cab provided round the clock)

Your Resume Is Your Gateway to Success. Send It Today

WhatsApp 91+ (phone hidden)

Email [email protected]

📌 WFM Manager (Bengaluru)
🏢 STARTEK Aegis Customer Support Services
📍 Bengaluru