Manager/Senior Manager - Workforce Management - Pune

Wipro; Pune District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Wipro in Pune, Maharashtra invites an experienced Manager - Workforce Management (WFM) to lead forecasting, capacity planning, scheduling, and real-time operations for large-scale contact center environments.

You will partner with Operations, Finance, HR, and Quality to develop staffing plans, drive analytics-led improvements, and deliver measurable performance gains across 500+ FTE programs. This high-impact role offers exposure to senior stakeholders and broad deployment opportunities.

Qualifications

• Experience leading forecasting, capacity planning, scheduling and real-time management in large-scale operations.
• Ability to translate demand into staffing plans and scheduling strategies.
• Proven analytics-led approach to optimize utilization and service levels.

Responsibilities

• Lead workforce forecasting, capacity planning, scheduling, and real-time management functions.
• Develop short, medium, and long-term staffing plans aligned to business demand.
• Drive workforce optimization through analytics, productivity improvement, utilization management, and service level governance.
• Partner with Operations, Finance, HR, Recruitment, Training, and Quality teams to support business objectives.
• Provide actionable workforce insights and recommendations through data-driven decision-making.
• Support operational excellence initiatives, automation opportunities, and process improvements.
• Manage workforce planning for large-scale environments supporting 500+ FTE operations.

Skills

Forecasting

Capacity Planning

Scheduling

Real-Time Adherence

Headcount Planning

Workforce Analytics

Resource Planning

Tools

NICE IEX

NICE WFM

Verint

Genesys

Aspect

Calabrio

Advanced Excel

Power BI

Job description

Are you a Workforce Management professional with strong expertise in forecasting, capacity planning, scheduling, and real-time operations? We are looking for an experienced Manager - Workforce Management (WFM) to join our team and drive workforce optimization across large-scale operations.

Industry Preference: BPO / BPM / BPS / Shared Services / Customer Operations

Key Responsibilities

• Lead workforce forecasting, capacity planning, scheduling, and real-time management functions.
• Develop short, medium, and long-term staffing plans aligned to business demand.
• Drive workforce optimization through analytics, productivity improvement, utilization management, and service level governance.
• Partner with Operations, Finance, HR, Recruitment, Training, and Quality teams to support business objectives.
• Provide actionable workforce insights and recommendations through data-driven decision-making.
• Support operational excellence initiatives, automation opportunities, and process improvements.
• Manage workforce planning for large-scale environments supporting 500+ FTE operations.

What We're Looking For

Strong expertise in:

• Forecasting
• Capacity Planning
• Scheduling
• Real-Time Adherence (RTA)
• Headcount Planning
• Workforce Analytics
• Resource Planning

Experience working with tools such as NICE IEX, NICE WFM, Verint, Genesys, Aspect, Calabrio, Advanced Excel, and Power BI is preferred.

Why Consider This Opportunity?

This is a high-impact role that directly influences workforce strategy, operational performance, client outcomes, and business growth. The position offers an opportunity to work with senior stakeholders, leverage advanced workforce analytics, and contribute to large-scale workforce transformation initiatives.

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