Senior Manager - WFM

AML RightSource India Private Limited; Gurugram District; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

AML RightSource India Private Limited seeks a senior WFM leader in Gurugram to drive forecasting, capacity planning, scheduling, and real-time management across complex operations. You will partner with Service Delivery, Finance, HR, and clients to translate demand into hiring plans, staffing models, and scalable workforce strategies, building a data-driven function with governance.

The role emphasizes improving forecast accuracy, schedule effectiveness, and client confidence through continuous

Qualifications

• 6–8+ years in WFM, operations planning, capacity management, analytics, or client facing delivery leadership.
• Experience with 24/7 operations, multi-site planning, ramp plans, or regulated service environments.
• Proficient in reporting and dashboards using Excel, Power BI, Tableau, Domo, SQL, or similar tools.

Responsibilities

• Lead workforce forecasting, capacity planning, and headcount strategy across multiple sites.
• Serve as escalation point for workforce-related risks and client-impacting challenges.
• Develop short- and long-term volume forecasts and translate them into staffing models and capacity plans.
• Monitor queues, adherence, and service performance; drive intraday actions and optimization.

Skills

Client-facing

Forecasting

Capacity planning

Scheduling

Real-time management

WFM dashboards

Tools

Excel

Power BI

Tableau

Domo

SQL

Job description

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.

About AML RightSource

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. We empower organizations to strengthen compliance, protect their businesses, and confidently navigate an ever-changing financial crime landscape.