WFM Manager

Digitide Solutions Limited; Hyderabad; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Digitide Solutions Limited in Hyderabad is seeking an experienced WFM Manager to lead the Workforce Management function for our BPO operations. You will forecast volume, plan capacity, schedule staff, and manage real-time operations to meet SLAs.

The role requires 8–12 years in WFM within a BPO/Contact Center, strong analytics, and proficiency with tools like Verint, NICE IEX, Aspect, Calabrio, Genesys, MS Excel, and Power BI. Immediate joiners preferred.

Qualifications

• Graduate or Postgraduate degree in any discipline.
• 8-12 years of experience in Workforce Management within a BPO/Contact Center.
• Minimum 3-5 years of team handling experience.
• Strong expertise in Forecasting, Capacity Planning, Scheduling, and Real-Time Management.
• Hands-on experience with WFM tools such as Verint, NICE IEX, Aspect, Calabrio, Genesys, or similar platforms.
• Advanced proficiency in MS Excel, Power BI, and MIS Reporting.
• Strong analytical, problem-solving, and stakeholder management skills.
• Excellent communication and presentation abilities.

Responsibilities

• Forecasting, capacity planning, and creating staffing plans based on business requirements.
• Create and manage workforce schedules, shift rosters, and leave plans.
• Monitor real-time performance against service levels and KPIs.
• Generate daily, weekly, and monthly WFM reports.
• Provide actionable insights and recommendations to senior leadership.
• Collaborate with Operations, HR, Recruitment, and Training teams.
• Mentor the WFM team and drive performance.

Skills

Forecasting

Capacity Planning

Scheduling

Real-Time Management

MIS Reporting

Data Analytics

Stakeholder Management

BPO Operations

Education

Graduate/Postgraduate

Tools

Verint

NICE IEX

Aspect

Calabrio

Genesys

MS Excel

Power BI

Job description

Job Description (JD) WFM Manager

Designation: Workforce Management (WFM) Manager
Location: Hyderabad
Industry: BPO / Contact Center

Role Summary

We are looking for an experienced WFM Manager to lead Workforce Management functions for our BPO operations. The incumbent will be responsible for forecasting, capacity planning, scheduling, real-time workforce management, MIS reporting, and driving operational efficiency to meet business objectives and customer SLAs.

Key Responsibilities

Workforce Planning & Forecasting

• Prepare volume forecasts and staffing plans based on business requirements.
• Analyze historical trends, call volumes, shrinkage, and productivity metrics.
• Ensure optimum staffing levels to support operational goals.

Scheduling & Capacity Management

• Create and manage workforce schedules, shift rosters, and leave plans.
• Drive schedule adherence and workforce optimization across processes.
• Ensure effective utilization of available resources.

Real-Time Management (RTA)

• Monitor real-time performance against service levels and operational KPIs.
• Identify staffing gaps and implement corrective actions.
• Coordinate with Operations teams to manage workflow fluctuations.

Reporting & Analytics

• Generate daily, weekly, and monthly WFM reports.
• Track key metrics such as SLA, Occupancy, Shrinkage, AHT, Forecast Accuracy, and Productivity.
• Provide actionable insights and recommendations to senior leadership.

Stakeholder Management

• Partner closely with Operations, HR, Recruitment, and Training teams.
• Support manpower planning for business expansion and new projects.
• Present workforce trends and business recommendations to stakeholders.

Team Management

• Lead and mentor the WFM team, including Forecasting, Scheduling, and RTA functions.
• Ensure team performance, development, and adherence to organizational goals.

Desired Candidate Profile

• Graduate/Postgraduate in any discipline.
• 8-12 years of experience in Workforce Management within a BPO/Contact Center environment.
• Minimum 3-5 years of team handling experience.
• Strong expertise in Forecasting, Capacity Planning, Scheduling, and Real-Time Management.
• Hands-on experience with WFM tools such as Verint, NICE IEX, Aspect, Calabrio, Genesys, or similar platforms.
• Advanced proficiency in MS Excel, Power BI, and MIS Reporting.
• Strong analytical, problem-solving, and stakeholder management skills.
• Excellent communication and presentation abilities.

Key Skills

• Workforce Management
• Forecasting & Capacity Planning
• Scheduling
• Real-Time Management (RTA)
• MIS & Reporting
• Data Analytics
• Team Management
• Stakeholder Management
• BPO Operations

Location: Hyderabad
Industry Preference: Domestic BPO
Notice Period: Immediate to 30 Days Preferred.