Senior Manager/Manager -WFM | Pune

ATAIN; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

ATAIN is seeking a Senior Manager/Manager WFM to lead forecasting, capacity planning, scheduling and real-time operations in a fast-paced BPO environment in Pune. The role emphasizes data-driven decision making and strong stakeholder collaboration.

You will own MIS reporting, drive daily KPIs, develop dashboards, and mentor the WFM team while ensuring accuracy, efficiency and adherence to targets across shifts.

Qualifications

• WFM experience in a BPO environment is required.
• Strong analytical and problem-solving skills with data-driven mindset.
• Ability to lead and coach teams and interact with senior leadership.

Responsibilities

• Own and manage Capacity Planning, Forecasting, Scheduling, and Real-Time Operations (RTA).
• Ensure MIS reporting across all WFM functions and monitor daily KPIs.
• Collaborate with Operations, Clients, and cross-functional teams; conduct reviews.
• Develop dashboards and perform deep-dive performance analysis; drive improvements.

Skills

WFM

Forecasting

Capacity planning

Scheduling

Data analytics

Excel

Stakeholder management

Leadership

Tools

IEX

Avaya

Blue Pumpkin

Verint

Job description

Senior Manager/ Manager-Workforce Management (WFM)

Role Overview

We are seeking a dynamic and analytical Senior Manager/Manager WFM to lead workforce planning operations and drive efficiency across forecasting, capacity planning, scheduling, and real-time management. This role demands strong stakeholder collaboration, data-driven decision-making, and expertise in WFM tools within a fast-paced BPO environment.

Key Responsibilities

Workforce Planning & Management

• Own and manage Capacity Planning, Forecasting, Scheduling, and Real-Time Operations (RTA)
• Ensure accurate, timely, and effective MIS reporting across all WFM functions
• Monitor and drive daily KPIs to meet business targets
• Handle outage scenarios and contingency planning efficiently

Stakeholder & Client Management

• Collaborate closely with Operations, Clients (Internal & External), and Cross-functional Teams
• Conduct daily/weekly performance reviews with stakeholders
• Address ad-hoc operational requirements within defined TAT and accuracy standards

Performance & Data Analytics

• Perform deep-dive analysis of performance metrics and outliers
• Develop dashboards, insightful reports, and ad-hoc analysis
• Maintain data integrity and governance standards
• Proactively identify risks and recommend solutions to prevent performance or revenue impact

Process Excellence

• Drive continuous improvements in planning accuracy and operational efficiency
• Ensure adherence to departmental goals and deliverables
• Lead initiatives to enhance team capability and reporting automation

Tools & Technical Expertise

• Hands-on experience with WFM tools such as:
  • IEX (Preferred)
  • Avaya
  • Blue Pumpkin
  • Verint (Variant)
• Advanced proficiency in MS Excel (data analysis, reporting, automation)

Required Skills & Competencies

• Strong knowledge of WFM functions: Planning, Forecasting, Scheduling, and Reporting
• Excellent analytical and problem-solving skills
• Ability to make quick decisions under pressure
• Strong communication skills with exposure to senior leadership & client interactions
• Capability to coach and upskill teams, especially in Excel and reporting
• High attention to detail with a data-driven mindset

Candidate Profile

• Proven experience in WFM within a BPO environment
• Strong expertise in IEX and standard WFM tools
• Flexible to work in a 24x7 rotational shift environment

What Success Looks Like

• Delivering accurate forecasts and efficient schedules
• Driving consistent KPI achievement
• Providing actionable insights to improve business performance
• Building strong client relationships and trust