Assistant Manager WFM

Digitide; Hyderabad; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Digitide in Hyderabad seeks a seasoned Workforce Management professional to lead planning, forecasting, and data-driven optimization within a customer support/BPM setting. You will coach WFM staff, drive CMS application adoption, and partner with process owners to align staffing with business targets.

The role requires 4–6 years of relevant experience, a graduate degree, and hands-on analytics to manage idle time, shrinkage, and performance reports across multiple processes.

Qualifications

• Min 2 years’ experience in the current role.
• E-learning mandatory courses certified wherever applicable.
• Average PMI (last 6 months) / PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable)

Responsibilities

• Projecting Monthly requirement of employees, taking Attrition, Shrinkage and Idle time into consideration.
• Planning and controlling Idle Time to keep it close to targeted time.
• Optimizing Answered Levels with the available resources.
• Coaching and training WFM specialist and New hires in CMS applications.
• Coordinating with Owners of aligned Process for Planning and Strategizing.
• Ensuring that the call volumes forecasted for all processes specified are within the spec.
• Planning and controlling off phone activities and track with budgets and ensuring the Shrinkage is under control for all processes specified.
• Tracking schedule adherence & suggesting areas of improvement.
• Monitoring and auditing all reports sent by the TL/Exec to the Client and Operations teams.
• Be a part of the Process Think Tank Team. Escalate all Concerns; provide Suggestions on Areas of improvement.
• Maintaining a track of Seat Utilization and identifying opportunities to improve the same.
• Creating and maintaining reports on various metrics and sharing the same with the all concerned.

Education

Any Graduate

Tools

CMS applications

Job description

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Description

A4 to A5
Or
P3 to P4

• Average PMI (last 6 months) /PMS rating 3 and above or last two PMS rating 3 and above (whichever applicable)
• Min 2 years’ experience in the current role
• No Warning Letter issued in the past 6 months
• E-learning mandatory courses certified wherever applicable

Responsibilities

Responsibilities

• Projecting Monthly requirement of employees, taking Attrition, Shrinkage and Idle time into consideration.
• Planning and controlling Idle Time to keep it close to targeted time.
• Optimizing Answered Levels with the available resources.
• Coaching and training WFM specialist and New hires in CMS applications.
• Coordinating with Owners of aligned Process for Planning and Strategizing.
• Ensuring that the call volumes forecasted for all processes specified are within the spec.
• Planning and controlling off phone activities and track with budgets and ensuring the Shrinkage is under control for all processes specified.
• Tracking schedule adherence & suggesting areas of improvement.
• Monitoring and auditing all reports sent by the TL/Exec to the Client and Operations teams.
• Be a part of the Process Think Tank Team. Escalate all Concerns; provide Suggestions on Areas of improvement.
• Maintaining a track of Seat Utilization and identifying opportunities to improve the same.
• Creating and maintaining reports on various metrics and sharing the same with the all concerned.

Key Deliverables

• Manage large pool of data. Usage of statistical tools, Ability to spot trends and suggest corrective actions.
• Manage the WFM team & ensure all KRA’s are delivered

Education

• Any Graduate

Professional Experience

• Over all 4-6 years of relevant experience

Qualifications

Graduation

Job Info

• Job Identification 262964
• Job Category Customer Support/Operations | BPM