Manager, Workforce Management

SOS International; Delhi; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

A leading global service provider is seeking a Workforce Management Manager to oversee end-to-end workforce planning and forecasting. This role focuses on optimizing staffing and service delivery, managing real-time performance, and ensuring data accuracy across WFM tools. The ideal candidate will have 6–10 years of experience in Workforce Management within a contact center environment and must possess strong analytical skills and advanced Excel capabilities. This position is located in Delhi, India and promotes operational efficiency across service teams.

Qualifications

• 6–10 years of experience in Workforce Management in a contact center/BPO/service operations environment.
• Proven experience in forecasting, scheduling, and real-time operations.
• Experience managing teams and stakeholder engagement.

Responsibilities

• Develop and manage volume forecasts using historical trends.
• Translate forecasts into hiring plans and staffing models.
• Oversee real-time monitoring of staffing levels and performance.

Skills

Analytical and problem-solving skills

Advanced Excel capability

Stakeholder management

Strong communication skills

Attention to detail

Education

Bachelor’s Degree in Business, Analytics, Statistics or related field

Tools

NICE

Verint

Avaya

eWFM

Job description

The Workforce Management (WFM) Manager is responsible for leading end-to-end workforce planning, forecasting, scheduling, and real-time performance management to ensure optimal staffing and service delivery outcomes.

This role drives operational efficiency through data-driven insights, ensuring alignment between workforce supply and business demand while maintaining service level agreements (SLAs), productivity, and cost targets. It acts as a strategic partner to Service Delivery and leadership teams, providing actionable insights on headcount planning, capacity modeling, and operational performance.

Key Responsibilities

• Develop short-term and long-term volume forecasts using historical trends, business inputs, and predictive models
• Translate forecasts into hiring plans, staffing models, and capacity plans
• Partner with TA and HR on headcount ramp-up plans (especially for new site build / expansion)
• Oversee creation and optimization of schedules to meet SLAs and operational targets
• Ensure efficient allocation of resources across shifts (24/7 operations where applicable)
• Manage shrinkage assumptions (leave, training, absenteeism) into workforce plans
• Oversee real-time monitoring of queues, staffing levels, and service performance
• Drive intraday management actions (reallocation, overtime, shift adjustments)
• Ensure adherence to schedules and improve productivity metrics
• Own WFM reporting framework including:
• Forecast accuracy
• Schedule adherence
• Attrition and shrinkage trends
• Provide insights and recommendations to improve operational efficiency and cost management
• Ensure data accuracy across systems (WFM tools, payroll inputs, reporting dashboards)
• Partner closely with Service Delivery, Finance, and HR on workforce strategy and performance
• Present WFM insights and recommendations to leadership and clients (where applicable)
• Act as escalation point for workforce-related challenges
• Own and optimize WFM tools (e.g., eWFM, Avaya, Verint, NICE, etc.)
• Drive continuous improvement in WFM processes, automation, and reporting
• Ensure governance and standardization across scheduling, reporting, and workforce processes
• Lead, coach, and develop WFM analysts and scheduling teams
• Set performance targets and ensure delivery of accuracy and timeliness (e.g., >95% reporting accuracy benchmark
• Build a high-performing, data-driven WFM function

Key Metrics / Success Measures

• Forecast accuracy
• Schedule adherence & shrinkage control
• Cost per FTE / staffing efficiency
• Reporting accuracy and timeliness
• Attrition & headcount planning effectiveness

Requirements

• Strong analytical and problem-solving skills with advanced Excel capability (mandatory)
• Experience with WFM systems (e.g., NICE, Verint, Avaya, eWFM)
• Ability to translate data into actionable business insights
• Strong stakeholder management and communication skills
• Ability to operate in a fast-paced, high-growth / greenfield environment
• High attention to detail with strong governance mindset

Qualifications

• 6–10 years of experience in Workforce Management within a contact center / BPO / service operations environment
• Bachelor’s Degree in Business, Analytics, Statistics, or related field
• Proven experience in forecasting, scheduling, and real-time operations
• Experience managing teams and stakeholder engagement

Required Languages

• Good spoken and written English language skills