Manager, Workforce Management

Job description

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 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 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 Required Languages: Good spoken and written English language skills Travel Requirements: Occasional travel is needed.