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
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Develop short-term and long-term volume forecasts using historical trends, business inputs, and predictive models
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Translate forecasts into hiring plans, staffing models, and capacity plans
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Partner with TA and HR on headcount ramp-up plans (especially for new site build / expansion)
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Oversee creation and optimization of schedules to meet SLAs and operational targets
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Ensure efficient allocation of resources across shifts (24/7 operations where applicable)
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Manage shrinkage assumptions (leave, training, absenteeism) into workforce plans
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Oversee real-time monitoring of queues, staffing levels, and service performance
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Drive intraday management actions (reallocation, overtime, shift adjustments)
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Ensure adherence to schedules and improve productivity metrics
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Own WFM reporting framework including:
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Service levels, occupancy, utilization
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Forecast accuracy
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Schedule adherence
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Attrition and shrinkage trends
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Provide insights and recommendations to improve operational efficiency and cost management
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Ensure data accuracy across systems (WFM tools, payroll inputs, reporting dashboards)
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Partner closely with Service Delivery, Finance, and HR on workforce strategy and performance
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Present WFM insights and recommendations to leadership and clients (where applicable)
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Act as escalation point for workforce-related challenges
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Own and optimize WFM tools (e.g., eWFM, Avaya, Verint, NICE, etc.)
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Drive continuous improvement in WFM processes, automation, and reporting
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Ensure governance and standardization across scheduling, reporting, and workforce processes
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Lead, coach, and develop WFM analysts and scheduling teams
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Set performance targets and ensure delivery of accuracy and timeliness (e.g., >95% reporting accuracy benchmark
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Build a high-performing, data-driven WFM function
Key Metrics / Success Measures
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Service Level / SLA achievement
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Forecast accuracy
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Schedule adherence & shrinkage control
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Cost per FTE / staffing efficiency
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Reporting accuracy and timeliness
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Attrition & headcount planning effectiveness
Requirements
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Strong analytical and problem-solving skills with advanced Excel capability (mandatory)
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Experience with WFM systems (e.g., NICE, Verint, Avaya, eWFM)
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Ability to translate data into actionable business insights
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Strong stakeholder management and communication skills
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Ability to operate in a fast-paced, high-growth / greenfield environment
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High attention to detail with strong governance mindset
Qualifications
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6–10 years of experience in Workforce Management within a contact center / BPO / service operations environment
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Bachelor’s Degree in Business, Analytics, Statistics, or related field
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Proven experience in forecasting, scheduling, and real-time operations
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Experience managing teams and stakeholder engagement
Required Languages:
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Good spoken and written English language skills
Travel Requirements:
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Occasional travel is needed.
