Manager, Workforce Management

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

Key Metrics / Success Measures

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

Requirements

• 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

Qualifications

• 610 years of experience in Workforce Management within a contact center / BPO / service operations environment
• Bachelors Degree in Business Analytics Statistics or related field
• Proven experience in forecasting scheduling and real-time operations
• Experience managing teams and stakeholder engagement

Required Languages:

• Good spoken and written English language skills

Travel Requirements:

• Occasional travel is needed.