Manager, Workforce Management

Firstsource; Mumbai; Hybrid; INR 1,200,000 - 2,000,000; Full time

Job summary

Firstsource is seeking a senior Workforce Management professional in Mumbai to lead WFM operations with a focus on forecasting, capacity planning, and real-time optimization. You will coordinate across contact centre teams and stakeholders to ensure delivery targets are met.

The role requires extensive experience in WFM, strong analytical and communication skills, and proficiency with tools like IEX and Genesys.

Qualifications

• 5+ years of work experience in Contact Centre environments.
• ≥8 years in a Supervisory role in Workforce Management.
• Strong knowledge of WFM concepts and KPIs (FTE, shrinkage, occupancy, AHT).
• Experience with WFM tools such as IEX, Genesys, LivePerson.

Responsibilities

• Oversee scheduling, real-time management, and delivery targets.
• Review KPIs and projections for upcoming weeks.
• Coordinate capacity planning and seat utilization with stakeholders.
• Engage with clients and internal teams on planning assumptions.

Skills

Analytical skills

Communication skills

Presentation skills

Stakeholder management

Tools

IEX

Genesys

LivePerson

MS Excel

Job description

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes.

To know more about Firstsource please visit our website www.firstsource.com

Responsibilities

Support operations from scheduling & real time perspective Support operations with daily/Weekly/Monthly reports and other dashboards Manage Shrinkage, Schedule Adherence, Delivery, resource planning etc Track outages and impact of such events Review KPIs and Service Level projections for the coming week Ensuring all necessary & relevant efficiency parameters are within target

Manage ad-hoc requirements from Ops & any other functions Discuss daily / weekly performance with stakeholders Interact with clients for FTE/Delivery Targets and other planning assumptions Contribute in annual planning on HC , Budget, Span Ratio, Seat Utilisation etc.

Functional Skills and Competencies

To be able to communicate effectively, both verbally and in writing with India & UK stakeholders and across levels Minimum 5 years of work experience in Contact Centre,

minimum 8 years in Supervisory role in WFM Functional knowledge of various workforce management tools (IEX, Genesys, Liveperson etc) Overall Understanding of the Workforce Management, along with operational management

Sound knowledge of Capacity Planning and Real time Management Understands and know the purpose of the role and how it links to the other roles Sound knowledge of MS Suit Understands and has knowledge of key Contact Centre metrics such as FTE, shrinkage, AHT, Occupancy, schedule adherence, CPH, ACL, Concurrency etc.

Analyze situations, identifies the gaps quickly and take necessary steps to avoid impact on Delivery / Service Levels Consistently demonstrates organization Values and detail orientation Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes Consistently places a high value on customers (internal and external) and all issues / factors that relate to customer experience/ stakeholder expectations Develop excellent working relationships with Stakeholders and team

Skills

Must have excellent analytical, presentation & communication skills Sound knowledge of MS Suit should be well versed with WFM tools like IEX, Genesys, Liveperson etc Experience on WFM tools and in-depth knowledge on their features