Wfm Manager

WFM Assistant Manager

Location: Gurugram
Function: Workforce Management (WFM)
Level: Assistant Manager

Experience : 5 - 7 years

Job Description:
We are looking for an experienced WFM professional to manage end-to-end workforce planning and act as the WFM SPOC for assigned accounts. The role involves demand forecasting, capacity and resource planning, hiring anticipation, headcount planning, and stakeholder management.

Key Responsibilities:

• Manage forecasting, capacity planning, scheduling, shrinkage and resource planning.
• Identify capacity gaps and recommend appropriate mitigation/hiring plans.
• Manage account-level headcount, demand and staffing plans.
• Partner with Operations, Talent Acquisition and other stakeholders on workforce requirements.
• Support RFP/solutioning activities, including Resource Loading Sheet (RLS) validation.
• Coordinate with Presales, Solutions, Finance and Transition teams for workforce planning and deal transitions.

Key Skills Required:

• Strong WFM, forecasting and capacity/resource planning experience.
• Excellent stakeholder and client management skills.
• Strong analytical, MIS and Advanced Excel skills.
• Experience with NICE IEX, eWFM, Verint or similar WFM tools.
• Exposure to RFP, RLS validation and solutioning preferred.
• Strong communication and problem-solving skills.