Manager - Workforce Management (WFM)

Manager - Workforce Management (WFM)

Position Details

• Position Title: Manager
• Department: Analytics & Reporting
• Division: WFM and MIS
• Contract Type: Permanent
  

Job Responsibilities

• Develop and implement comprehensive workforce management strategies, including staffing forecasts, capacity planning, and schedule designs to maintain client SLAs and ensure global time-zone coverage.
• Direct strategic space planning and governance, providing data-driven reports regarding space allocation and utilization.
• Oversee all scheduling, shift planning, and resource allocation to ensure adequate coverage across customer support, data services, and back-office operations.
• Monitor and analyze key workforce metrics such as adherence, occupancy, shrinkage, absenteeism, overtime, and utilization to build predictive staffing plans.
• Lead and manage the WFM team, including associates, senior associates, and team leads, by assigning tasks and ensuring the accuracy and timeliness of forecasting and scheduling.
• Collaborate with HR, Operations, Client Services, and Analytics functions to align workforce capacity with demand, hiring plans, and project scaling.
• Provide regular reports to senior leadership regarding workforce status, identified gaps, forecasted needs, and risks associated with staffing levels.
• Establish and maintain workforce management policies, Standard Operating Procedures (SOPs), and relevant documentation.
• Manage escalations related to staffing shortages, urgent shift swaps, and exceptions such as absences or overtime.
• Utilize and implement WFM tools and software to automate and optimize essential workforce processes.
  
  

Job Specification

Educational Qualifications

• Degree: Master’s degree in Business Administration (MBA) in any discipline.
• Preferred Major: Business Administration or Operational Management is preferred.
  
  

Experience

• Total Experience: Minimum of 5+ years of experience in workforce management.
• Leadership Experience: At least 2 years of experience in a leadership or managerial role.
  
  

Key Competencies

• High proficiency in Excel and Google Sheets.
• Strong analytical and forecasting skills.
• Familiarity with specialized Workforce Management (WFM) tools is preferred.
• Excellent communication and stakeholder coordination skills, specifically with HR, Finance, and Operations.
• Demonstrated performance in behavioral competencies as outlined in the company's performance framework.
  
  

English Language Proficiency

• Listening: Intermediate.
• Reading: Intermediate.
• Writing: Intermediate.
• Speaking: Intermediate.