WFM Manager

Startek (Aegis Customer Support Services Pvt. Ltd.); Bengaluru; Vor Ort; INR 3.000.000 - 4.000.000; Vollzeit

Benefits dieser Stelle

Free Transportation (2-way cab)

Zusammenfassung

STARTEK invites seasoned professionals to join as a Manager, Workforce Planning & Analytics at its Bengaluru ITPL location. You will lead forecasting, capacity planning, scheduling governance, and analytics for multiple accounts, partnering with Operations, Finance, HR, and clients to ensure workforce readiness and cost optimization.

The role demands hands-on WFM expertise, strong leadership, and the ability to drive continuous improvement across processes, dashboards, and technology platforms,

Qualifikationen

• Graduate with no backlogs; postgraduate preferred.
• Strong communication and interpersonal skills.
• Experience in International BPO mandate.
• 10-15 years of total experience.
• 8-10+ years in Workforce Management.
• Leadership experience in WFM teams.
• Experience leading forecasting & capacity planning.
• Experience with multi-account / multi-geo operations.
• Client governance & senior stakeholder management essential.
• Experience supporting WFM tech implementations advantageous.

Aufgaben

• Lead forecasting and capacity planning across accounts.
• Govern scheduling and real-time WFM processes.
• Develop workforce analytics and productivity insights.
• Manage financial and commercial governance of the WFM function.
• Lead client and internal stakeholders reviews on planning.
• Drive WFM transformation and technology adoption.
• Develop and mentor a WFM team.
• Ensure readiness for peak periods and migrations.
• Oversee cross-functional collaboration with Operations, Finance, HR.
• Represent WFM in RFP/RFQ staffing models and business cases.

Kenntnisse

Forecasting

Capacity planning

WFM leadership

Stakeholder management

Communication skills

Ausbildung

Graduate degree

Postgraduate preferred

Tools

NICE IEX

Verint WFM

Genesys WEM

Calabrio

Aspect/eWFM

Jobbeschreibung

STARTEK welcomes experienced professionals for the role of WFM Manager.

About US -

Our associates are central to our mission of combining people, technology, and data to deliver customer experience excellence for leading brands. As a global CX solutions provider with 38,000 people in 12 countries, our teams come from many different backgrounds with rich and varied experiences. Our Values unite us, creating a shared set of behaviors that are common to all associates across Startek regardless of region or role. Our Values work together to guide our decision-making and shape the experience of our associates, our clients, and our shareholders.

HR Name - Alisha A.

HR Contact - 8826179338

5 days working

Location - ITPL, Bengaluru

Position Summary

The Manager Workforce Planning & Analytics will lead forecasting, capacity planning, scheduling governance, workforce analytics, and operational planning across assigned accounts and business portfolios. The role will partner closely with Operations, Finance, HR, Recruitment, Commercial/Solutions, and client stakeholders to ensure workforce readiness, optimize cost and productivity, manage staffing risks, and drive continuous improvement. The position requires strong hands‑on WFM planning expertise combined with client facing leadership, with accountability for developing and managing a high-performing WFM team.

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.

WFM & Contact Center Technologies

• Hands‑on expertise with one or more enterprise WFM platforms such as NICE IEX, Verint WFM, Genesys WEM, Calabrio, or Aspect/eWFM.
• Working knowledge of contact‑center reporting platforms such as Avaya CMS or equivalent.
• Strong understanding of forecasting, Erlang/staffing methodologies, scheduling, capacity planning, shrinkage, occupancy, and real‑time management.

Eligibilty Criteria -

• Minimum Educational Qualification - Graduate(No backlogs), Post Graduate is preferred.
• Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.
• Exp in International BPO MANDATE.
• 10-15 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.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Knowledge of the industrys best practices and trends for team management.
• Excellent communication, interpersonal and problem‑solving skills.
• Strong leadership and organisational skills.
• Excellent analytical and decision‑making acumen.

Interview Process

• HR Screening
• Manager Round
• Final Discussion Round
• Salary discussion

Benefits

• Free Transportation (2-way cab provided round the clock)