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).

1. 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.

1. 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

1. 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).

1. 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.

1. 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.

1. 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.

1. 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
• Bachelor’s degree (preferred: Business, Mathematics, Statistics, Engineering)
• 8–12+ years of experience in WFM within a contact center environment• Prior experience in leadership or managerial role preferred