Walk-in || We Are Hiring A WFM Manager For Our International BPO Operations.

Key Responsibilities

1. Forecasting & Capacity Planning

• Own short, medium, and long-term demand forecasts across supported accounts.
• Translate volume, AHT/productivity, shrinkage, occupancy, SLA, and business assumptions into capacity and staffing requirements.
• Develop annual operating plans, hiring plans, and rolling capacity outlooks.
• Track forecast accuracy, demand variance, and staffing gaps, with appropriate corrective actions.
• Build scenario models for growth, ramp-ups/ramp-downs, attrition, seasonality, productivity changes, and new business requirements.

2. Scheduling & Operational WFM Governance

• Govern scheduling, roster effectiveness, staffing deployment, and real-time WFM processes.
• Ensure staffing plans support contractual SLAs, productivity, occupancy, and customer experience outcomes.
• Identify capacity risks and drive mitigations through hiring, cross-skilling, schedule optimization, OT/VTO, and other levers.
• Ensure workforce readiness for peak periods, campaigns, migrations, and critical business events.

3. Workforce Analytics & Productivity

• Develop actionable insights across staffing, utilization, shrinkage, occupancy, adherence, productivity, and service performance.
• Identify workforce cost and efficiency opportunities without compromising service delivery.
• Drive automation of WFM reporting and planning processes using Excel, Power BI, and WFM platforms.
• Establish strong planning governance, dashboards, and performance review mechanisms.

4. Financial & Commercial Governance

• Optimize workforce utilization, cost per productive hour/FTE, and revenue productivity.
• Partner with Finance and Operations on workforce budgets, staffing plans, and productivity commitments.
• Support RFP/RFQ solutioning, staffing models, business cases, and commercial assumptions.
• Validate workforce assumptions for new business, expansions, migrations, and contractual changes.

5. Client & Stakeholder Management

• Act as the senior WFM planning representative for assigned accounts.
• Lead client and internal workforce planning reviews.
• Present forecasts, capacity outlooks, staffing risks, mitigation plans, and performance insights to senior stakeholders.
• Own workforce-related escalations and ensure timely closure of planning dependencies.

6. WFM Transformation

• Drive adoption and optimization of WFM technologies, automation, and analytics.
• Lead process standardization and continuous-improvement initiatives.
• Support implementation and migration of WFM platforms and integrations.
• Identify opportunities to improve forecast accuracy, scheduling efficiency, and workforce productivity.

7. People Leadership

• Lead and develop a team of WFM professionals across planning and associated functions.
• Build capability in forecasting, capacity planning, scheduling, analytics, and client governance.
• Establish succession and development plans for critical WFM roles.
• Drive accountability, engagement, performance, and retention across the team.

Education & Experience

Qualification

• Graduate degree required; postgraduate qualification is preferred.

Experience

• 1015 years of overall professional experience.
• 8–10+ years of relevant Workforce Management experience.
• Demonstrated experience leading forecasting and capacity planning functions.
• 5+ years of WFM people-management or leadership experience preferred.
• Strong BPO/contact-center experience across multiple accounts or business units.
• Experience supporting global or multi-geo operations preferred.
• Direct client governance and senior stakeholder management experience is essential.
• Experience supporting RFP solutioning, workforce transformation, and WFM technology implementations would be advantageous.