Manager - Workforce Management (WFM)

Quantanite; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Quantanite is seeking a Manager - Workforce Management (WFM) to lead analytics, reporting, and staffing strategies across global time zones. You will oversee forecasting, scheduling, and space planning while driving data-driven decisions to meet client SLAs.

The role requires MBA, 5+ years in WFM, and at least 2 years in leadership, with strong Excel/Google Sheets skills and stakeholder coordination.

Qualifications

• MBA in any discipline is required; preferred major in Business Administration or Operational Management.
• Total experience of 5+ years in workforce management.
• At least 2 years of leadership/managerial experience.

Responsibilities

• Develop and implement comprehensive workforce management strategies to maintain client SLAs and ensure global time-zone coverage.
• Provide data-driven reports on space allocation and utilization.
• Oversee scheduling, shift planning, and resource allocation for multiple operations areas.
• Monitor metrics like adherence, occupancy, shrinkage, absenteeism, overtime, and utilization to build predictive staffing plans.
• Lead the WFM team and coordinate with HR, Operations, Client Services, and Analytics to align capacity with demand.
• Provide regular reports to senior leadership on workforce status, gaps, forecasted needs, and staffing risks.

Skills

Analytical skills

Forecasting skills

Communication skills

Stakeholder coordination

Behavioral competencies

Education

MBA

Tools

Excel

Google Sheets

WFM tools

Job description

Manager - Workforce Management (WFM)

Position Details

• Position Title: Manager
• Department: Analytics & Reporting
• Division: WFM and MIS
• Contract Type: Permanent

Job Responsibilities

• Develop and implement comprehensive workforce management strategies, including staffing forecasts, capacity planning, and schedule designs to maintain client SLAs and ensure global time-zone coverage.
• Direct strategic space planning and governance, providing data-driven reports regarding space allocation and utilization.
• Oversee all scheduling, shift planning, and resource allocation to ensure adequate coverage across customer support, data services, and back-office operations.
• Monitor and analyze key workforce metrics such as adherence, occupancy, shrinkage, absenteeism, overtime, and utilization to build predictive staffing plans.
• Lead and manage the WFM team, including associates, senior associates, and team leads, by assigning tasks and ensuring the accuracy and timeliness of forecasting and scheduling.
• Collaborate with HR, Operations, Client Services, and Analytics functions to align workforce capacity with demand, hiring plans, and project scaling.
• Provide regular reports to senior leadership regarding workforce status, identified gaps, forecasted needs, and risks associated with staffing levels.
• Establish and maintain workforce management policies, Standard Operating Procedures (SOPs), and relevant documentation.
• Manage escalations related to staffing shortages, urgent shift swaps, and exceptions such as absences or overtime.
• Utilize and implement WFM tools and software to automate and optimize essential workforce processes.

Job Specification

Educational Qualifications

• Degree: Master's degree in Business Administration (MBA) in any discipline.
• Preferred Major: Business Administration or Operational Management is preferred.

Experience

• Total Experience: Minimum of 5+ years of experience in workforce management.
• Leadership Experience: At least 2 years of experience in a leadership or managerial role.

Key Competencies

• High proficiency in Excel and Google Sheets.
• Strong analytical and forecasting skills.
• Familiarity with specialized Workforce Management (WFM) tools is preferred.
• Excellent communication and stakeholder coordination skills, specifically with HR, Finance, and Operations.
• Demonstrated performance in behavioral competencies as outlined in the company's performance framework.

English Language Proficiency

• Listening: Intermediate.
• Reading: Intermediate.
• Writing: Intermediate.
• Speaking: Intermediate.