Workforce Manager (WFM Manager)

The Workforce Management (WFM) Manager is responsible for planning, forecasting, scheduling and real time resource management of product and technical support teams. . Develops and motivates employees through regular coaching and feedback that leads to improved results that support the overall operations of the business.
The WFM managers key goal is to optimize staffing levels and staffing costs while ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met. In addition to forecasting and scheduling, the WFM manager also monitors and analyzes key performance metrics such as adherence, absenteeism, shrinkage, utilization, and other staffing efficiency measures. They use this data to identify trends, develop insights, and make recommendations to improve the efficiency and effectiveness of the workforce management process.
Overall, the WFM manager plays a critical role in ensuring that customer demand is met, operational costs are optimized, and service level agreements are achieved. They need to be highly analytical, detail-oriented, and have excellent communication and collaboration skills to succeed in this role.

Key Responsibilities:
Forecasting, and Scheduling, Real time management, reporting for all product and technical support teams, including BPO Support Teams
Manage, lead and provide direction for the BPO WFM teams, ensure 24x7 workforce management
Assess Capacity Plan, Forecast, Schedules and RTM performance and give inputs to increase the efficiency.
Experience in managing teams, both in matrix and direct management
Maintaining and driving SLAs forecast accuracy, timeliness, scheduling accuracy.
Stakeholder Management - Strong interpersonal capabilities to manage internal stakeholders.
Executive Dashboards - Designing and validating all executive dashboards for top management.
Capacity Plan, Forecast, Schedules and RTAs performance.
Familiar with transactional Quality metrics.

Areas of Expertise :
Capacity planning and forecasting
Real-time resource management
Performance metrics analysis and reporting
People management and coaching
SLA management and optimization
Stakeholder management and collaboration
Executive dashboard design and validation
Quality metrics analysis

Desired Technical skills :
Predictive Analysis
Excel , Zendesk
Workforce Management software
Capacity Management / Planning MS OFFICE, Google Suite
Experience: 8+ years _

Skills : -
WFM,
Capacity Planning,
Workforce Management Software,
Forecasting,
Real-time Management,
SLA Management,
KPI Optimization,
Resource Management,
Scheduling
Performance Metrics
BPO Support Teams
People Management
Stakeholder Management
Executive Dashboards
Predictive Analysis
Zendesk
MS Office
Google Suite
Quality Metrics
Transactional Quality