Manager – WFM

Full Time
Posted 3 weeks ago


Job Profile:Manager – WFM
Department:Work Force Management
Job Location:Delhi
Experience:6-10 years
No. Of Opening:1
Job Type:Full Time
Job Description:

This position is responsible for establishing procedures and processes for the staffing, scheduling, forecasting, planning and reporting. Person will manage one of the key WFM functions for the organization.


Candidate must have solid understanding of WFM fundamentals, proven experience in the design, development and implementation of strategic workforce planning, scheduling, RTM and reporting with a very strong focus and ability to execute in a dynamic organizational environment.

Responsible for design and implementation of scheduling, capacity planning and reporting to support contact centre locations.

Build, develop and lead Resource Planning, Scheduling and Reporting into a highly responsive team that meets the required
standards and deliver on critical activities:

Budget/Strategy Planning
Planning for the day (volume forecasting, staff scheduling),
Planning for Week (making scheduling adjustments including OT plans)

End to end WFM and performance reporting & analytics
Forecasting for the month, quarter and half year etc.

Desired Candidate:

Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.

Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules.

Optimize schedule placement to best match volume arrival patterns.
Lead team to analyse volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities.

Utilize forecasting/staffing information to properly support the contact centre Operations in terms of seat capacity, work locations, workstations, hardware, etc.

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