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).
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 training
o 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 Level
o Queue health
o Agent occupancy/utilization
4. 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).
5. 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.
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 accuracy
o Schedule adherence
o 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 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