Job Description
Workforce Management (WFM) Manager
Position Title:
Workforce Management (WFM) Manager
The WFM Manager is responsible for managing workforce planning, scheduling, forecasting, and real-time operations to ensure optimal staffing levels and operational efficiency. This role supports business goals by improving productivity, service levels, and resource utilization.
Key Responsibilities:
- Manage workforce planning, forecasting, and scheduling activities.
- Monitor staffing requirements based on business demands and trends.
- Oversee real-time adherence and intraday performance management.
- Analyze workforce data and prepare performance reports.
- Collaborate with Operations, HR, and Recruitment teams to address manpower needs.
- Ensure service level targets and KPIs are consistently achieved.
- Identify process improvement opportunities to enhance workforce efficiency.
- Lead and develop the WFM team.
Qualifications:
- Bachelor’s degree in Business Administration, Management, or related field.
- Minimum 3–5 years of experience in Workforce Management or Operations.
- Strong knowledge of forecasting, scheduling, and capacity planning.
- Proficient in WFM tools and Microsoft Excel.
- Strong analytical, communication, and leadership skills.
- Experience in BPO/shared services environment is an advantage.
Key Competencies:
- Workforce Planning
- Forecasting & Scheduling
- Data Analysis
- Stakeholder Management
- Problem Solving
- Leadership & Team Management
