Workforce Planning & Analytics - Manager

Inspiration Manpower Consultancy; Bengaluru; Vor Ort; INR 1.100.000 - 1.300.000; Vollzeit

Zusammenfassung

Inspiration Manpower Consultancy in Bengaluru is seeking a Manager for Workforce Planning & Analytics to lead forecasting, capacity planning, scheduling governance, and operational planning across accounts. This role requires strong WFM planning expertise and client-facing leadership.

You will partner with Operations, Finance, HR, Recruitment, and client stakeholders to ensure workforce readiness, optimize cost and productivity, and drive continuous improvement while building a high-performing

Qualifikationen

• 10 to 12+ 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.

Aufgaben

• Forecasting, capacity planning, scheduling governance, and workforce analytics for assigned accounts.
• Develop and manage operational planning and staffing models to meet SLAs.
• Partner with Operations, Finance, HR, Recruitment, and clients to optimize cost and productivity.
• Lead and develop a high-performing WFM team with hands-on planning expertise.

Kenntnisse

Forecasting

Capacity planning

Scheduling governance

WFM analytics

Operational planning

Leadership

Ausbildung

Bachelor's degree

Tools

NICE IEX

Verint WFM

Genesys WEM

Calabrio

Aspect/eWFM

Avaya CMS

Jobbeschreibung

Type of Job- Permanent

Job Location - Bengaluru

Job Role - Workforce Planning & Analytics - Manager | WFM |

Experience: 10 to 15Years

Salary - 11 to 13LPA

Qualification - Graduate degree required

Notice Period - Immediate to 30 Days max

Shifts - Flexible to work in US Shifts.

Please Note - 10 to 12+ years of relevant Workforce Management experience.

Please Note - 2 to 3 years of experience as WFM Manager on paper.

Job Overview:

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.

Key Performance Indicators

• Forecast Accuracy and Bias
• Capacity and Staffing Accuracy
• SLA / Service Performance
• Schedule Efficiency and Adherence
• Occupancy and Utilization
• Shrinkage Management
• Workforce Cost/Productivity
• Hiring and Staffing Readiness
• Planning Risk MitigationClient/Stakeholder Satisfaction
• Automation and Process Improvement Benefits
• Team Capability and Succession Readiness

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.

Experience

• 10 to 12+ 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.

Please Note: Only Bengaluru candidate can apply for this role.