Workforce Management Manager

Patra Corp; Visakhapatnam, Warangal, Coimbatore District; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Patra Corp in Visakhapatnam invites an accomplished Manager, Workforce Management to lead forecasting and staffing across multi-location operations. You will drive intraday decisions, build models, and collaborate with senior leaders to optimize resources and profitability.

You will oversee a team of WFM analysts, coach talent, and ensure adherence to company policies while delivering actionable insights to improve forecast accuracy and capacity utilization.

Qualifications

• Bachelor's degree in Finance, Accounting, Economics, Math or Business or equivalent experience.
• 5+ years in operational forecasting, capacity planning and scheduling for multi-location ops.
• Experience leading a team of analysts with coaching and accountability for results.
• Capacity planning/forecasting plus BI analytics experience preferred.
• Experience automating systems and processes with senior leaders.
• Strong modeling skills to build complex statistical models for optimization.
• Proficient in Microsoft Excel and Google Sheets; SQL is a plus; some programming is advantageous.

Responsibilities

• Own long-, medium-, and short-term planning cycles from forecasting to intraday management.
• Enhance the locked forecast process; optimize long-term workload input and tools.
• Forecast volumes and productivity across channels using historical data and seasonality; explain fluctuations.
• Build forecast models and scenarios to support product initiatives and risk mitigation.
• Own staffing deployment end-to-end: intake, analysis, governance, and escalation.
• Monitor utilization vs allocations; flag gaps and drive productivity discussions.
• Distribute daily and interval workload forecasts as needed.
• Create weekly reports showing forecast deliverability with slides and graphs.
• Coordinate staff activities, develop relationships with stakeholders, and mentor associates.

Skills

Forecasting

Capacity planning

Scheduling

Team leadership

BI analytics

Excel/Sheets

SQL

Programming basics

Education

Bachelor's degree in Finance/Accounting/Economics/Math/Business

Tools

Google Sheets

Job description

Manager, Workforce Management (WFM)

What You'll Do:

You are an expert in workforce management, bringing a wealth of experience to the table. You leverage historical data, seasonality, and industry trends to provide and clearly communicate actionable insights into improving forecast accuracy and enhancing interval level resource allocation. You are driven by results and bias for action, and you lead a team of WFM analysts to achieve tangible outcomes that bring value to our customers through team work, relationship building, and effective communication with different stakeholders and leaders.

• Own long-, medium-, and short-term planning cycles - from forecasting, capacity planning to intraday management.
• Provide enhancements to the existing locked forecast process. Optimize long-term planning, from workload input, process, and tools.
• Forecast volumes and productivity assumptions across all channels and lines of business using historical data, trends, seasonality, and events. Quickly identify and explain fluctuations in volume, AHT, and other assumptions to adjust resources accordingly.
• Build forecast models and scenarios to support product initiatives. Provide analysis to assess and mitigate risk associated with every scenario.
• Own the staffing deployment process end-to-end - intake and analysis of staffing requests, tracking recommendations, and governance/escalation of open items - ensuring requests are staffed quickly and appropriately.
• Monitor utilization and yield by cross-verifying staffing allocations against actual utilization and production performance, flagging gaps and informing broader profitability and productivity discussions.
• Distribute daily and interval workload forecast as needed.
• Build weekly performance reports tracking forecast deliverability to interpret and present actual performance through slides and graphs.

Coordinates, completes, and oversees staff-related activities and assignments by developing and maintaining relationships with key stakeholders; supporting plans and initiatives to meet customer and business needs; identifying and communicating goals and objectives; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; and demonstrating adaptability and promoting continuous learning. Leads, coaches, and develops a team of WFM analysts, and provides supervision and development opportunities for associates by hiring and training; mentoring; assigning duties; providing recognition; and ensuring diversity awareness. Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by implementing related action plans; utilizing and supporting the Open Door Policy; and providing direction and guidance on applying these in executing business processes and practices.

Job Requirements:

• A high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
• A bachelor's degree with an emphasis in Finance, Accounting, Economics, Math and/or Business or equivalent experience.
• 5+ years of hands-on experience in operational forecasting, capacity planning, and scheduling for a multi-location operation.
• Previous experience leading or managing a team of analysts, with a track record of coaching, developing, and holding a team accountable to results.
• Previous Capacity Planning / Forecasting experience strongly preferred as well as experience with business intelligence and analytics.
• Experience working with senior leaders in automating and implementing new systems and processes.
• To build complex models using various statistical tools for optimization and then communicating data, plans or risks clearly and succinctly.
• To be proficient experience in Microsoft Excel and Google Sheets is required; SQL is a big plus. Some programming experience is a plus.