Manager: Workforce Management

Role OverviewThe 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 Responsibilities1. 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 trainingo 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 Levelo Queue healtho Agent occupancy/utilization4. 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 optimizationDrive 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 contacto Staffing cost vs. budgeto 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 accuracyo Schedule adherenceo 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 modelso Erlang calculationso 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 toolsKPIs / Success Metrics Forecast accuracy (% variance) Schedule efficiency (% optimization) Service level achievement Revenue per Billable/Total FTE Shrinkage control Occupancy and utilization ratesPreferred Experience Experience in large inbound contact centers (BPO / captive) Exposure to financial planning and budgeting cycles Knowledge of automation / AI in WFM