We are hiring a WFM Manager For our International BPO Operations.

Startek (Aegis Customer Support Services Pvt. Ltd.); Bengaluru; Vor Ort; INR 3.000.000 - 5.000.000; Vollzeit

Zusammenfassung

Startek (Aegis Customer Support Services Pvt. Ltd.) seeks a Senior WFM Lead in Bengaluru to own forecasting, capacity planning, and scheduling across multiple accounts. You will govern real-time WFM processes, derive actionable analytics, and partner with Finance on budgets and productivity commitments.

The role entails driving WFM transformation, automation, and governance while leading a team of WFM professionals and managing client relationships with senior stakeholders.

Qualifikationen

• Graduate degree required; postgraduate qualification preferred.
• 8-10+ years of relevant WFM experience.
• Experience leading forecasting and capacity planning functions.
• Direct client governance and senior stakeholder management experience essential.
• Experience supporting RFP/wfm transformations and tech implementations would be advantageous.

Aufgaben

• Forecasting across short, medium, and long-term demand for accounts.
• Schedule governance, roster optimization, and real-time WFM processes.
• Develop actionable insights on staffing, productivity, and service performance.
• Collaborate with Finance on workforce budgets and productivity commitments.
• Lead client governance reviews and present forecasts to senior stakeholders.
• Drive WFM transformation, automation, and process standardization.
• Lead and develop a team of WFM professionals across planning functions.

Kenntnisse

Forecasting

Capacity planning

WFM leadership

Stakeholder management

Excel

Ausbildung

Graduate degree

Postgraduate qualification

Tools

Power BI

WFM platforms

Excel

Jobbeschreibung

Key Responsibilities

1. Forecasting & Capacity Planning

• Own short, medium, and long-term demand forecasts across supported accounts.
• Translate volume, AHT/productivity, shrinkage, occupancy, SLA, and business assumptions into capacity and staffing requirements.
• Develop annual operating plans, hiring plans, and rolling capacity outlooks.
• Track forecast accuracy, demand variance, and staffing gaps, with appropriate corrective actions.
• Build scenario models for growth, ramp-ups/ramp-downs, attrition, seasonality, productivity changes, and new business requirements.

2. Scheduling & Operational WFM Governance

• Govern scheduling, roster effectiveness, staffing deployment, and real-time WFM processes.
• Ensure staffing plans support contractual SLAs, productivity, occupancy, and customer experience outcomes.
• Identify capacity risks and drive mitigations through hiring, cross-skilling, schedule optimization, OT/VTO, and other levers.
• Ensure workforce readiness for peak periods, campaigns, migrations, and critical business events.

3. Workforce Analytics & Productivity

• Develop actionable insights across staffing, utilization, shrinkage, occupancy, adherence, productivity, and service performance.
• Identify workforce cost and efficiency opportunities without compromising service delivery.
• Drive automation of WFM reporting and planning processes using Excel, Power BI, and WFM platforms.
• Establish strong planning governance, dashboards, and performance review mechanisms.

4. Financial & Commercial Governance

• Optimize workforce utilization, cost per productive hour/FTE, and revenue productivity.
• Partner with Finance and Operations on workforce budgets, staffing plans, and productivity commitments.
• Support RFP/RFQ solutioning, staffing models, business cases, and commercial assumptions.
• Validate workforce assumptions for new business, expansions, migrations, and contractual changes.

5. Client & Stakeholder Management

• Act as the senior WFM planning representative for assigned accounts.
• Lead client and internal workforce planning reviews.
• Present forecasts, capacity outlooks, staffing risks, mitigation plans, and performance insights to senior stakeholders.
• Own workforce-related escalations and ensure timely closure of planning dependencies.

6. WFM Transformation

• Drive adoption and optimization of WFM technologies, automation, and analytics.
• Lead process standardization and continuous-improvement initiatives.
• Support implementation and migration of WFM platforms and integrations.
• Identify opportunities to improve forecast accuracy, scheduling efficiency, and workforce productivity.

7. People Leadership

• Lead and develop a team of WFM professionals across planning and associated functions.
• Build capability in forecasting, capacity planning, scheduling, analytics, and client governance.
• Establish succession and development plans for critical WFM roles.
• Drive accountability, engagement, performance, and retention across the team.

Education & Experience

Qualification

• Graduate degree required; postgraduate qualification is preferred.

Experience

• 1015 years of overall professional experience.
• 8-10+ years of relevant Workforce Management experience.
• Demonstrated experience leading forecasting and capacity planning functions.
• 5+ years of WFM people-management or leadership experience preferred.
• Strong BPO/contact-center experience across multiple accounts or business units.
• Experience supporting global or multi-geo operations preferred.
• Direct client governance and senior stakeholder management experience is essential.
• Experience supporting RFP solutioning, workforce transformation, and WFM technology implementations would be advantageous.