Senior Manager WFM - Pune

ATAIN; Pune District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

ATTAIN, based in Pune, is seeking a Senior Manager – Workforce Management (WFM) to drive forecasting, capacity planning, and scheduling for the contact center. This role ensures service levels and optimal resource utilization with close collaboration with operations, IT, and leadership.

You will oversee real-time management, develop dashboards, and provide data-driven insights to senior leaders. The role demands strong analytics, leadership, and stakeholder collaboration in a 24x7 shift

Qualifications

• 7+ years of experience in Workforce Management within contact centers or service operations.

Responsibilities

• Lead forecasting, capacity planning, and scheduling to ensure staffing targets and service level attainment.
• Monitor WFM processes to align with operational targets.
• Oversee real-time management and intraday adjustments via RTAs.

Skills

Forecasting & Planning

Data analysis

Leadership

Stakeholder management

Communication

Scheduling

Problem solving

24x7 shift readiness

Tools

IEX

Avaya

Verint

Blue Pumpkin

Excel

Job description

Job Title: Senior Manager Workforce Management (WFM)
Location: Pune (Work from Office)
Shift: Open to work in shifts

Job Summary:

The Senior Manager – Workforce Management (WFM) is responsible for driving operational efficiency, workforce optimization, and planning accuracy across contact center operations. This role focuses on forecasting, capacity planning, scheduling, and real-time management to ensure service level achievement and effective resource utilization. The individual will work closely with operations, IT, and leadership teams to enhance workforce strategies and deliver consistent business outcomes.

Key Responsibilities:

Workforce Management Optimization

• Lead forecasting, capacity planning, and scheduling to ensure optimal staffing and service level attainment
• Monitor WFM processes to ensure accurate workforce planning aligned with operational targets
• Leverage WFM tools such as IEX, Avaya, Verint, or Blue Pumpkin to enhance scheduling efficiency and utilization

Real-Time Management & Reporting

• Oversee real-time operational KPIs and manage workforce adjustments during fluctuations or outages
• Ensure effective intraday management through a team of RTAs
• Develop and maintain performance dashboards (daily/weekly/monthly) using Excel or reporting tools
• Provide data-driven insights to leadership for decision-making

Process Improvement & Risk Management

• Identify process gaps, operational risks, and inefficiencies within WFM operations
• Conduct root cause analysis for deviations in forecast accuracy or service delivery
• Implement corrective and preventive actions to improve process reliability and efficiency

Stakeholder Management

• Collaborate with operations, IT, and leadership teams to align workforce strategies
• Communicate performance insights, workforce plans, and recommendations effectively
• Drive continuous improvement initiatives across the WFM function

Required Qualifications & Skills:

• Experience: Minimum 7+ years of experience in Workforce Management within a contact center or service operations environment
• Technical Skills: Hands-on experience with WFM tools such as IEX, Avaya, Verint, or Blue Pumpkin; strong proficiency in Microsoft Excel and reporting tools
• Analytical Skills: Strong ability to analyze large datasets, forecasting, and performance metrics
• Leadership Skills: Proven experience in managing WFM/ RTA teams
• Communication Skills: Excellent stakeholder management and cross-functional collaboration
• Flexibility: Willingness to work in a 24x7 shift environment