Work Force Management Manager

Digitide Solutions Limited; Pune District; On-site; INR 1,500,000 - 2,700,000; Full time

Job summary

Digitide Solutions Limited in Pune seeks an experienced WFM Manager to lead forecasting, capacity planning, scheduling and real-time management for a high-volume BPO operation.

You will own reporting, analytics and workforce efficiency, guiding cross-functional teams and ensuring service levels. The role requires 7+ years in WFM with leadership experience and strong Excel and WFM tool expertise.

Qualifications

• 7+ years in WFM with 2–3+ years in a leadership/managerial role.
• Must have strong forecasting, capacity planning, scheduling and RTA experience.
• In-depth knowledge of BPO metrics: SL/SLA, AHT, ASA, Occupancy, Shrinkage, Adherence, Productivity.
• Advanced MS Excel skills with dashboards and automation.
• Hands-on with WFM tools such as IEX, Verint, Avaya, Blue Pumpkin/eWFM.

Responsibilities

• Lead end-to-end WFM activities: forecasting, capacity planning, staffing, scheduling, roster mgmt, intraday management.
• Develop short-, mid-, long-term staffing forecasts based on historical data and growth.
• Ensure staffing plans meet Service Level, Occupancy, AHT and Productivity targets.
• Mentor WFM/RTA teams and deliver timely WFM outputs.
• Drive automation and continuous improvement in WFM reporting.

Skills

Forecasting

Capacity Planning

Scheduling

RTA

SL/SLA

AHT

ASA

Occupancy

Shrinkage

Adherence

Productivity

MS Excel

IEX

Verint

Avaya

Blue Pumpkin/eWFM

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Analytical Skills

Stakeholder Management

Team Mentoring

Decision Making

Education

Graduate in any discipline

MBA/PGDM or WFM certification

Tools

MS Excel

IEX

Verint

Avaya

Blue Pumpkin/eWFM

JobLeads+1

Job description

WFM Manager BPO | Pune

Job Title: Manager – Workforce Management (WFM)

Location: Pune, Maharashtra

Industry: BPO / Contact Center / Customer Operations

Experience: 7+ years in WFM, preferably with 2–3+ years in a leadership/managerial role

Work Mode: Work from Office

Shift: Willingness to work in a 247/rotational environment

Job Summary

We are looking for an experienced WFM Manager to lead workforce planning and optimization for a high-volume BPO/contact-center operation. The role will own forecasting, capacity planning, scheduling, real-time management, reporting, and workforce analytics, ensuring optimum staffing, service-level achievement, and operational efficiency.

Key Responsibilities

• Lead end-to-end Workforce Management activities including:
  • Forecasting
  • Capacity planning
  • Staffing/nesting plans
  • Scheduling
  • Roster management
  • Real-Time Management (RTA)
  • Intraday management
• Develop short-, medium-, and long-term staffing forecasts based on historical trends, business growth, AHT, shrinkage, volume and productivity.
• Ensure staffing plans are aligned with Service Level, SLA, Occupancy, AHT, Shrinkage and Productivity targets.
• Manage and mentor WFM/RTA teams and ensure timely delivery of all WFM activities.
• Monitor real-time performance and take corrective action for volume/staffing deviations.
• Conduct daily, weekly and monthly performance reviews with Operations and senior stakeholders.
• Identify risks such as understaffing, overstaffing, absenteeism, shrinkage and schedule-adherence issues.
• Prepare MIS reports, dashboards and business insights for internal and external stakeholders.
• Drive automation and continuous improvement in WFM reporting and processes.
• Manage contingency planning during outages, unexpected volume spikes and staffing shortages.
• Partner with Operations, HR, Recruitment, Training, Finance and senior leadership for workforce requirements.
• Support client reviews and provide data-driven recommendations.

Required Skills

• Strong knowledge of Forecasting, Capacity Planning, Scheduling and RTA.
• Strong understanding of BPO metrics: SL/SLA, AHT, ASA, Occupancy, Shrinkage, Attrition, Adherence and Productivity.
• Advanced MS Excel skills including Pivot Tables, VLOOKUP/XLOOKUP, formulas, dashboards and reporting automation.
• Hands-on experience with WFM tools such as IEX, Verint, Avaya, Blue Pumpkin/eWFM or equivalent. J JobLeads+1
• Strong analytical and problem-solving abilities.
• Excellent stakeholder and client-management skills.
• Experience managing or mentoring WFM/RTA teams.
• Ability to make quick decisions in a fast-paced BPO environment.

Education

Graduate in any discipline. MBA/PGDM or relevant workforce-management certification is an advantage.

Key Performance Indicators

• Forecast Accuracy
• Staffing Accuracy
• Service Level Achievement
• Schedule Adherence
• Occupancy
• Shrinkage
• Schedule Efficiency
• Attrition/Staffing Variance
• Reporting Accuracy & TAT
• WFM Productivity