Senior Manager - WFM

Location: Bangalore, Pune   •   Experience: Senior Level   •   Openings: 1
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Job description

Roles & Responsibilities
 
Lead the design and implementation of the end-to-end Workforce Management (WFM) function across multiple business units or lines of business.
Develop and manage WFM operating models, including organizational structure, workflows, SOPs, and governance frameworks.
Own forecasting and capacity planning processes, including short-term and long-term projections, scenario planning, and demand-supply alignment.
Oversee scheduling and rostering strategies to ensure optimal resource utilization, adherence, and alignment with service level targets.
Establish and manage real-time workforce operations, including intraday monitoring, queue management, and service level recovery actions.
 
Must-Have Skills
 
Strong expertise in workforce forecasting, capacity planning, and scheduling methodologies.
Deep understanding of contact center/BPO operations and service level management.
Experience in real-time management (RTA/RTM) and intraday performance optimization.
Proficiency in WFM tools (e.g., NICE, Verint, Genesys or similar platforms).
Advanced analytical and problem-solving skills with a data-driven approach.