Manager Workforce Management
Role Overview
The Group Manager WFM is responsible for leading workforce planning scheduling and real-time operations for inbound contact center functions.
This role ensures optimal staffing cost efficiency and service level achievement through data-driven capacity planning forecasting and strategic workforce optimization.
Key Responsibilities
1. Capacity Planning & Forecasting
Develop short-term and long-term workload forecasts (call volume AHT shrinkage).
Build and maintain capacity plans aligned with business demand and growth projections.
Conduct scenario planning (seasonality campaigns unexpected spikes).
Collaborate with business teams to align hiring plans with capacity requirements.
Ensure optimal staffing models to meet SLAs (Service Level ASA Abandonment).
2. Scheduling & Workforce Optimization
Oversee creation and governance of efficient schedules to maximize coverage and productivity.
Ensure adherence to workforce management tools (e.g. NICE Genesys Aspect)
. Optimize schedules considering:
o Shrinkage (planned/unplanned)
o Breaks leaves and training
o Skill-based routing requirements
Drive continuous improvement in schedule efficiency and adherence.
3. Real-Time & Intraday Management
Supervise real-time queue management and intraday performance.
Drive immediate corrective actions (re-skilling overtime VTO) during demand-supply gaps.
Monitor KPIs such as:
o Service Level
o Queue health
o Agent occupancy/utilization
4. Strategy & Planning
Define and execute WFM strategy aligned to business goals and customer experience.
Introduce process improvements and automation for better efficiency.
Implement best practices in forecasting accuracy and workforce optimization
Drive digital transformation initiatives within WFM (analytics AI automation).
5. Financial & Cost Management
Manage headcount budgeting and cost optimization for WFM.
Analyze financial metrics:
o Cost per contact
o Staffing cost vs. budget
o Productivity ratios
Provide insights for cost-saving opportunities without impacting service quality.
Support budgeting cycles and financial planning with data-backed projections.
6. Stakeholder Management
Partner with operations HR finance and client stakeholders.
Present capacity plans forecasts and performance insights to leadership.
Provide actionable recommendations for business growth and efficiency.
7. Reporting & Analytics
Deliver regular dashboards on:
o Forecast accuracy
o Schedule adherence
o Service level performance
Leverage analytics to identify trends and improvement areas.
Maintain data integrity and governance across WFM systems.
8. Team Leadership
Lead and mentor a team of planners schedulers and RTA analysts.
Build capability in forecasting analytics and strategic thinking.
Drive performance culture and continuous learning.
Key Skills & Competencies
Strong expertise in WFM tools (NICE IEX Verint Genesys Aspect)
Advanced knowledge of: o Forecasting models
o Erlang calculations
o Capacity planning techniques
Excellent analytical and financial acumen
Strategic thinking and problem-solving ability
Strong stakeholder management and communication skills
Proficiency in Excel Power BI or other analytics tools
KPIs / Success Metrics
Forecast accuracy (% variance)
Schedule efficiency (% optimization)
Service level achievement Revenue per Billable/Total FTE
Shrinkage control
Occupancy and utilization rates
Preferred Experience
Experience in large inbound contact centers (BPO / captive)
Exposure to financial planning and budgeting cycles
Knowledge of automation / AI in WFM
Qualifications :
Bachelors degree (preferred: Business Mathematics Statistics Engineering)
812 years of experience in WFM within a contact center environment Prior experience in leadership or managerial role preferred
Remote Work :
No
Employment Type :
Full-time
Experience: years
Vacancy: 1