Manager , WFM

Job Overview:

The Workforce Management Manager leads and develops a team of WFM Leads, Analysts, and Senior Analysts responsible for end‑to‑end workforce planning and execution. This role drives forecasting accuracy, capacity planning, scheduling efficiency, real‑time performance management, and reporting excellence to support business objectives, service levels, and cost optimization.

Key Responsibilities:

People Leadership

• Lead, mentor, and performance‑manage a team of WFM Leads, Analysts, and Senior Analysts
• Build team capability across forecasting, capacity planning, scheduling, real‑time management, and reporting
• Foster a culture of accountability, continuous improvement, and data‑driven decision‑making

Workforce Planning & Strategy

• Oversee short‑term and long‑term forecasting across multiple lines of business.
• Ensure accurate capacity planning aligned with demand, productivity, and budget targets.
• Partner with operations and leadership to support business growth, seasonality, and change initiatives.

Scheduling & Optimization

• Govern schedule design and optimization to balance service levels, efficiency, and employee experience.
• Drive schedule adherence strategies and workforce flexibility initiatives
• Ensure schedules align with volume trends, staffing models, and contractual requirements.

Real‑Time Management

• Oversee real‑time monitoring of service performance, staffing, and intraday adjustments.
• Ensure timely decision‑making to mitigate risks to service levels, productivity, and customer experience.
• Establish escalation frameworks and real‑time playbooks

Reporting & Insights

• Ensure delivery of accurate, timely, and actionable WFM reporting and dashboards
• Translate data into insights and recommendations for senior leadership
• Drive standardization, automation, and continuous improvement of reporting processes

Stakeholder Management

• Act as a trusted advisor to Operations, Finance, HR, and senior leadership.
• Communicate workforce risks, opportunities, and recommendations clearly and confidently.
• Support strategic initiatives, scorecards, and executive reporting needs.

Required Skills & Competencies

• Graduation with 13+ years of contact centre experience, including Workforce Management exposure and minimum 3+ years of people leadership and team development experience.
• Solid understanding of WFM KPIs (SL, ASA, AHT, shrinkage, occupancy, adherence).
• Excellent communication and stakeholder management skills. Proven ability to lead, coach, and influence teams in a fast-paced environment.
• Strong expertise in forecasting, capacity planning, scheduling, real‑time monitoring, and reporting.
• Ability to influence stakeholders and communicate complex insights in a clear executive manner.
• Experience with WFM tools (NICE IEX), automation, and workforce analytics platforms (SQL and Power BI).
• Strong planning, prioritization, and decision‑making capabilities.