Workforce Management- Manager - Hyderabad

Wipro Ltd.; Hyderabad; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Wipro Ltd. in Hyderabad is seeking an experienced Manager Workforce Management to lead end-to-end WFM functions, including forecasting, capacity planning, scheduling, and real-time management.

The role supports 500+ FTEs across large programs and collaborates with Operations, Finance, HR, Recruitment, Training, Quality, and Technology teams. The candidate will manage client interactions, conduct business reviews, handle escalations, and mentor WFM Managers, Capacity Planners, Schedulers, and

Qualifications

• Minimum 8 years of experience in Workforce Management.
• Strong forecasting, capacity planning, scheduling, RTA, and workforce analytics capabilities.
• Experience leading large WFM teams across multiple programs/locations.
• Global client and stakeholder management experience.
• Working knowledge of financials and P&L.

Responsibilities

• Lead end-to-end WFM functions including forecasting, capacity planning, scheduling, and real-time management.
• Drive workforce optimization, productivity, occupancy, utilization, and service levels.
• Manage workforce planning for large-scale operations supporting 500+ FTEs.
• Partner with Operations, Finance, HR, Recruitment, Training, Quality, and Technology teams.
• Manage client interactions, business reviews, workforce-related escalations, and senior stakeholders.
• Lead and develop WFM Managers, Capacity Planners, Schedulers, and Real-Time Analysts.
• Support transitions, expansions, solutioning, and new business opportunities.

Skills

Forecasting

Capacity planning

Scheduling

Real-time management

Workforce analytics

Shrinkage

People management

Stakeholder management

P&L understanding

Client management

Tools

NICE IEX

NICE WFM

Verint

Aspect

Genesys

InContact

Calabrio

Advanced Excel

Power BI

Job description

Role: Manager Workforce Management

Location: Hyderabad

Team: Individual Contributor role

Key Responsibilities:

• Lead end-to-end WFM functions including forecasting, capacity planning, scheduling, and real-time management
• Drive workforce optimization, productivity, occupancy, utilization, and service levels
• Manage workforce planning for large-scale operations supporting 500+ FTEs
• Partner with Operations, Finance, HR, Recruitment, Training, Quality, and Technology teams
• Manage client interactions, business reviews, workforce-related escalations, and senior stakeholders
• Lead and develop WFM Managers, Capacity Planners, Schedulers, and Real-Time Analysts
• Support transitions, expansions, solutioning, and new business opportunities

Experience Required:

• Minimum 8 years of experience in Workforce Management
• Strong experience in forecasting, capacity planning, scheduling, RTA, resource planning, shrinkage, and workforce analytics
• Experience managing large WFM teams across multiple programs/locations
• Strong global client and stakeholder management experience
• Working knowledge of financials and P&L

Tools Exposure:

NICE IEX / NICE WFM / Verint / Aspect / Genesys / InContact / Calabrio / Advanced Excel / Power BI