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Overall Purpose of the Job

The Workforce Management (WFM) Manager is responsible for leading end-to-end workforce planning, forecasting, scheduling, and real-time performance management to ensure optimal staffing and service delivery outcomes.

This role drives operational efficiency through data-driven insights, ensuring alignment between workforce supply and business demand while maintaining service level agreements (SLAs), productivity, and cost targets. And acts as a strategic partner to Service Delivery and leadership teams, providing actionable insights on headcount planning, capacity modeling, and operational performance

Key Responsibilities

• Develop short-term and long-term volume forecasts using historical trends, business inputs, and predictive models
• Translate forecasts into hiring plans, staffing models, and capacity plans
• Partner with TA and HR on headcount ramp-up plans (especially for new site build / expansion)
• Oversee creation and optimization of schedules to meet SLAs and operational targets
• Ensure efficient allocation of resources across shifts (24/7 operations where applicable)
• Manage shrinkage assumptions (leave, training, absenteeism) into workforce plans
• Oversee real-time monitoring of queues, staffing levels, and service performance
• Drive intraday management actions (reallocation, overtime, shift adjustments)
• Ensure adherence to schedules and improve productivity metrics
• Own WFM reporting framework including:
• Service levels, occupancy, utilization
• Forecast accuracy
• Schedule adherence
• Attrition and shrinkage trends
• Provide insights and recommendations to improve operational efficiency and cost management
• Ensure data accuracy across systems (WFM tools, payroll inputs, reporting dashboards)
• Partner closely with Service Delivery, Finance, and HR on workforce strategy and performance
• Present WFM insights and recommendations to leadership and clients (where applicable)
• Act as escalation point for workforce-related challenges
• Own and optimize WFM tools (e.g., eWFM, Avaya, Verint, NICE, etc.)
• Drive continuous improvement in WFM processes, automation, and reporting
• Ensure governance and standardization across scheduling, reporting, and workforce processes
• Lead, coach, and develop WFM analysts and scheduling teams
• Set performance targets and ensure delivery of accuracy and timeliness (e.g., >95% reporting accuracy benchmark
• Build a high-performing, data-driven WFM function
  

• Service Level / SLA achievement
• Forecast accuracy
• Schedule adherence & shrinkage control
• Cost per FTE / staffing efficiency
• Reporting accuracy and timeliness
• Attrition & headcount planning effectiveness
  
  

• Strong analytical and problem-solving skills with advanced Excel capability (mandatory)
• Experience with WFM systems (e.g., NICE, Verint, Avaya, eWFM)
• Ability to translate data into actionable business insights
• Strong stakeholder management and communication skills
• Ability to operate in a fast-paced, high-growth / greenfield environment
• High attention to detail with strong governance mindset
  
  

• 6–10 years of experience in Workforce Management within a contact center / BPO / service operations environment
• Bachelor’s Degree in Business, Analytics, Statistics, or related field
• Proven experience in forecasting, scheduling, and real-time operations
• Experience managing teams and stakeholder engagement
  
  

• Good spoken and written English language skills
  
  

• Occasional travel is needed.