Work Force Management Manager

WFM Manager BPO | Pune

Job Title: Manager – Workforce Management (WFM)
Location: Pune, Maharashtra
Industry: BPO / Contact Center / Customer Operations
Experience: 7+ years in WFM, preferably with 2–3+ years in a leadership/managerial role
Work Mode: Work from Office
Shift: Willingness to work in a 247/rotational environment

Job Summary

We are looking for an experienced WFM Manager to lead workforce planning and optimization for a high-volume BPO/contact-center operation. The role will own forecasting, capacity planning, scheduling, real-time management, reporting, and workforce analytics, ensuring optimum staffing, service-level achievement, and operational efficiency.

Key Responsibilities

• Lead end-to-end Workforce Management activities including:
• Forecasting
• Capacity planning
• Staffing/nesting plans
• Scheduling
• Roster management
• Real-Time Management (RTA)
• Intraday management
• Develop short-, medium-, and long-term staffing forecasts based on historical trends, business growth, AHT, shrinkage, volume and productivity.
• Ensure staffing plans are aligned with Service Level, SLA, Occupancy, AHT, Shrinkage and Productivity targets.
• Manage and mentor WFM/RTA teams and ensure timely delivery of all WFM activities.
• Monitor real-time performance and take corrective action for volume/staffing deviations.
• Conduct daily, weekly and monthly performance reviews with Operations and senior stakeholders.
• Identify risks such as understaffing, overstaffing, absenteeism, shrinkage and schedule-adherence issues.
• Prepare MIS reports, dashboards and business insights for internal and external stakeholders.
• Drive automation and continuous improvement in WFM reporting and processes.
• Manage contingency planning during outages, unexpected volume spikes and staffing shortages.
• Partner with Operations, HR, Recruitment, Training, Finance and senior leadership for workforce requirements.
• Support client reviews and provide data-driven recommendations.

Required Skills

• Strong knowledge of Forecasting, Capacity Planning, Scheduling and RTA.
• Strong understanding of BPO metrics: SL/SLA, AHT, ASA, Occupancy, Shrinkage, Attrition, Adherence and Productivity.
• Advanced MS Excel skills including Pivot Tables, VLOOKUP/XLOOKUP, formulas, dashboards and reporting automation.
• Hands-on experience with WFM tools such as IEX, Verint, Avaya, Blue Pumpkin/eWFM or equivalent. J JobLeads+1
• Strong analytical and problem-solving abilities.
• Excellent stakeholder and client-management skills.
• Experience managing or mentoring WFM/RTA teams.
• Ability to make quick decisions in a fast-paced BPO environment.

Education

Graduate in any discipline. MBA/PGDM or relevant workforce-management certification is an advantage.

Key Performance Indicators

• Forecast Accuracy
• Staffing Accuracy
• Service Level Achievement
• Schedule Adherence
• Occupancy
• Shrinkage
• Schedule Efficiency
• Attrition/Staffing Variance
• Reporting Accuracy & TAT
• WFM Productivity