Manager Workforce Management

Role Overview

The Group Manager WFM is responsible for leading workforce planning scheduling and real-time operations for inbound contact center functions.

This role ensures optimal staffing cost efficiency and service level achievement through data-driven capacity planning forecasting and strategic workforce optimization.

Key Responsibilities

1. Capacity Planning & Forecasting

Develop short-term and long-term workload forecasts (call volume AHT shrinkage).

Build and maintain capacity plans aligned with business demand and growth projections.

Conduct scenario planning (seasonality campaigns unexpected spikes).

Collaborate with business teams to align hiring plans with capacity requirements.

Ensure optimal staffing models to meet SLAs (Service Level ASA Abandonment).

2. Scheduling & Workforce Optimization

Oversee creation and governance of efficient schedules to maximize coverage and productivity.

Ensure adherence to workforce management tools (e.g. NICE Genesys Aspect)

. Optimize schedules considering:

o Shrinkage (planned/unplanned)

o Breaks leaves and training

o Skill-based routing requirements

Drive continuous improvement in schedule efficiency and adherence.

3. Real-Time & Intraday Management

Supervise real-time queue management and intraday performance.

Drive immediate corrective actions (re-skilling overtime VTO) during demand-supply gaps.

Monitor KPIs such as:

o Service Level

o Queue health

o Agent occupancy/utilization

4. Strategy & Planning

Define and execute WFM strategy aligned to business goals and customer experience.

Introduce process improvements and automation for better efficiency.

Implement best practices in forecasting accuracy and workforce optimization

Drive digital transformation initiatives within WFM (analytics AI automation).

5. Financial & Cost Management

Manage headcount budgeting and cost optimization for WFM.

Analyze financial metrics:

o Cost per contact

o Staffing cost vs. budget

o Productivity ratios

Provide insights for cost-saving opportunities without impacting service quality.

Support budgeting cycles and financial planning with data-backed projections.

6. Stakeholder Management

Partner with operations HR finance and client stakeholders.

Present capacity plans forecasts and performance insights to leadership.

Provide actionable recommendations for business growth and efficiency.

7. Reporting & Analytics

Deliver regular dashboards on:

o Forecast accuracy

o Schedule adherence

o Service level performance

Leverage analytics to identify trends and improvement areas.

Maintain data integrity and governance across WFM systems.

8. Team Leadership

Lead and mentor a team of planners schedulers and RTA analysts.

Build capability in forecasting analytics and strategic thinking.

Drive performance culture and continuous learning.

Key Skills & Competencies

Strong expertise in WFM tools (NICE IEX Verint Genesys Aspect)

Advanced knowledge of: o Forecasting models

o Erlang calculations

o Capacity planning techniques

Excellent analytical and financial acumen

Strategic thinking and problem-solving ability

Strong stakeholder management and communication skills

Proficiency in Excel Power BI or other analytics tools

KPIs / Success Metrics

Forecast accuracy (% variance)

Schedule efficiency (% optimization)

Service level achievement Revenue per Billable/Total FTE

Shrinkage control

Occupancy and utilization rates

Preferred Experience

Experience in large inbound contact centers (BPO / captive)

Exposure to financial planning and budgeting cycles

Knowledge of automation / AI in WFM

Qualifications :

Bachelors degree (preferred: Business Mathematics Statistics Engineering)

812 years of experience in WFM within a contact center environment Prior experience in leadership or managerial role preferred

Remote Work :

No

Employment Type :

Full-time