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.
