Senior Manager – Workforce Management (WFM)

A leading organization is seeking an experienced and strategic Senior Manager – Workforce Management (WFM) to oversee workforce planning, forecasting, scheduling, and operational efficiency initiatives. The ideal candidate will play a key role in driving performance, optimizing resources, and ensuring service delivery targets are consistently achieved across operations.

Key Responsibilities

• Develop short-term and long-term workforce forecasts based on business trends, historical data, and operational demands.
• Create staffing and capacity plans to support operational goals, productivity targets, and budget requirements.
• Oversee scheduling processes to ensure adequate workforce coverage across shifts and service channels.
• Monitor real-time operational performance and implement corrective actions to maintain SLAs and KPIs.
• Analyze workforce metrics including occupancy, utilization, shrinkage, and adherence to improve efficiency.
• Prepare and present workforce management reports, insights, and recommendations to senior leadership.
• Lead and mentor WFM analysts, planners, and managers to drive high performance and continuous improvement.
• Collaborate with operations, HR, finance, and other stakeholders to align workforce strategies with business objectives.
• Support process improvement initiatives, automation projects, and WFM system enhancements.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Statistics, or a related field.
• 8–12+ years of experience in Workforce Management within BPO, customer service, or operations environments.
• Minimum of 3–5 years of leadership or managerial experience.
• Strong understanding of forecasting, scheduling, capacity planning, and real-time management.
• Hands-on experience with WFM platforms such as Assembled, NICE, Verint, Aspect, Genesys, or similar tools.
• Advanced Microsoft Excel and data analytics skills.
• Excellent analytical, communication, and stakeholder management abilities.
• Proven leadership and team development experience.
• Ability to thrive in fast-paced and matrixed operational environments.
• Knowledge of KPI management and operational excellence frameworks is an added advantage.