Senior Manager - WFM

AML RightSource; Gurgaon; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

AML RightSource in Gurgaon is seeking a Senior Manager - WFM to lead forecasting, capacity planning, scheduling, and real-time management. You will build a data-driven WFM function spanning multi-site operations, translating demand into hiring and staffing plans while collaborating with HR, Talent Acquisition and clients to meet SLA targets.

The role demands 6-8+ years in WFM, strong analytics, and proficiency in Excel, Power BI, Tableau, Domo, and SQL.

Qualifications

• 6-8+ years in WFM, operations planning, analytics, or client-facing delivery leadership.
• Experience with 24/7 operations, multi-site planning, ramp plans or regulated environments.
• Proficient in Excel, Power BI, Tableau, Domo, SQL for reporting & dashboards.

Responsibilities

• Lead forecasting, capacity planning, and headcount strategy.
• Serve as escalation point for workforce risks, issues and client impact.
• Develop short- and long-term volume forecasts using trends and predictive models.
• Translate forecasts into hiring plans, staffing models, and capacity recommendations.
• Partner with HR and Talent Acquisition on ramp plans, site expansions, onboarding.
• Monitor queues, adherence, and service performance; drive intraday actions.
• Provide scenario modeling to support service levels, budget and optimization.
• Own scheduling, real-time management and operational performance.

Skills

Forecasting

Capacity planning

Scheduling

Real-time management

Stakeholder management

Data analysis

Excel

Power BI

Tableau

SQL

Tools

Power BI

Tableau

Domo

SQL

Excel

Job description

Senior Manager - WFM page is loaded## Senior Manager - WFMlocations: Gurgaon, Indiatime type: Full timeposted on: Posted Todayjob requisition id: R-103233**Job Description:****Position Summary**Client-facing WFM leader accountable for forecasting, capacity planning, scheduling, real-time management, reporting, and workforce governance across complex operations. Partners with Service Delivery, Finance, HR, Talent Acquisition, and clients to convert demand forecasts into hiring plans, staffing models, and scalable workforce strategies. Builds a high-performing, data-driven WFM function that improves forecast accuracy, schedule effectiveness, operational efficiency, and client confidence.**Key WFM Skills Summary*** Client-facing insights, executive communication, escalation management, and stakeholder partnership* Forecasting, capacity planning, staffing models, and headcount strategy* Schedule optimization, real-time management, queue monitoring, and SLA performance* WFM reporting, forecast accuracy, adherence, occupancy, utilization, shrinkage, and attrition analytics* WFM tools, dashboard automation, governance, process standardization, and team leadership**Primary Responsibilities*** Lead workforce forecasting, capacity planning, and headcount strategy* Serve as escalation point for workforce-related risks, issues, and client-impacting challenges.* Develop short- and long-term volume forecasts using trends, business inputs, and predictive models.* Translate forecasts into hiring plans, staffing models, and capacity recommendations.* Partner with HR and Talent Acquisition on ramp plans, site expansions, onboarding, and workforce readiness.* Manage planning assumptions for shrinkage, attrition, leave, training, absenteeism, and ramp productivity.* Monitor queues, staffing, adherence, and service performance; drive intraday actions as needed.* Provide scenario modeling and recommendations to support service levels, budget, and resource optimization.* Refresh workforce plans using current performance data, client demand signals, and business inputs.* Own scheduling, real-time management, and operational performance* Optimize schedules to meet SLAs, occupancy, utilization, productivity, and client service targets.* Allocate resources across shifts, queues, workstreams, and locations, including 24/7 operations where applicable. WFM reporting, tools, governance, and continuous improvement* Own WFM reporting for service levels, occupancy, utilization, forecast accuracy, adherence, attrition, shrinkage, and productivity.* Deliver insights that improve efficiency, cost management, workforce utilization, and client outcomes.* Ensure accurate workforce data across WFM tools, dashboards, and operational systems.* Optimize WFM tools, automation, governance, scheduling standards, and reporting processes.**Qualifications*** Strong client-facing presence; able to present WFM insights, tradeoffs, and recommendations.* Experience leading WFM functions across forecasting, capacity planning, scheduling, real-time management, reporting, and governance.* Ability to convert forecasts and operational assumptions into staffing models and capacity plans.* Skilled in WFM tools, scheduling platforms, dashboards, productivity metrics, and performance routines.* Able to identify workforce risks, assess client impact, and drive timely mitigation.* 6-8+ years in WFM, operations planning, capacity management, analytics, or client facing delivery leadership.* Experience with 24/7 operations, multi-site planning, new site launches, ramp plans, or regulated service environments.* Proficient in Excel, Power BI, Tableau, Domo, SQL, or similar tools for reporting, dashboards, and workforce insights.## AML RightSource is committed to fostering a diverse work environment and is proud to be an equal opportunity employer. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.**Recruitment Scam Alerts****We're aware of an increase in recruitment scams where individuals falsely claim to represent AML RightSource. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official AML RightSource communications are conducted through \"@amlrightsource.com\" email addresses. If you encounter suspicious messages, do not respond.**AML RightSource is the leading expert solutions provider of managed services and advisory, dedicated exclusively to financial crime compliance. As financial crime continues to evolve, we help organizations stay ahead through expert-led services and deep industry knowledge.Specializing in anti-money laundering, financial crime prevention, and third-party compliance, we deliver tailored solutions that enhance operational efficiency and reduce business risk. With a global presence and a team of more than 7,000 specialized, trained professionals, AML RightSource partners closely with clients to transform their compliance programs into strategic advantages.Our focused expertise and partnership-driven approach ensure adaptable, scalable solutions that meet today's complex regulatory demands. We empower organizations to strengthen compliance, protect their businesses, and confidently navigate an ever-changing financial crime landscape.