WFM Manager (BPO)

Job Title: Workforce Management (WFM) Manager

Department: Operations / Call Center
Location: Karol Bagh, Delhi
Reports To: Director of Operations / Head of WFM

Job Summary:

The Workforce Management (WFM) Manager is responsible for developing and executing workforce strategies that ensure optimal staffing levels, efficient scheduling, and accurate forecasting to meet service level goals. The role includes overseeing real-time management, capacity planning, and performance reporting for customer-facing and operational teams. This position plays a critical role in balancing employee satisfaction with operational efficiency.

Key Responsibilities:

1. Forecasting & Capacity Planning:

• Develop short-term and long-term forecasts for call volume, workload, and staffing requirements using historical data and predictive models.
• Collaborate with business leaders to align staffing plans with budget and business goals.

2. Scheduling:

• Create, review, and adjust staff schedules to ensure proper coverage and adherence to service level agreements (SLAs).
• Manage shift patterns, and adherence to labor laws and company policies.

3. Real-Time Management:

• Oversee the real-time monitoring of queues and agent performance.
• Make on-the-fly decisions to address staffing gaps, call spikes, and unexpected absenteeism.

4. Reporting & Analysis:

• Generate and analyze WFM reports on forecast accuracy, schedule adherence, occupancy, and other KPIs.
• Provide insights and recommendations to operations leadership for continuous improvement.

5. Dialer & Data Strategy (Specific to BPO & Aimyo Dialer):

• Own the end-to-end dialer strategy using Aimyo, including campaign setup, lead management, pacing controls, and agent utilization.
• Collaborate with operations and data analytics teams to optimize dialing strategies across inbound, outbound, and blended campaigns.
• Monitor and analyze dialer performance metrics (connect rate, drop rate, call attempts per lead, etc.) to enhance productivity and compliance.
• Implement segmentation and data scoring to prioritize high-potential leads and reduce customer acquisition cost (CAC).
• Design and execute A/B tests for dialer logic, call windows, retry logic, and campaign performance to drive continuous improvement.
• Maintain compliance with regulatory standards (e.g., DND, TCPA equivalents) and internal quality benchmarks.
• Ensure optimal data utilization by integrating dialer insights with workforce planning—aligning staffing with campaign goals and peak hours.
• Support real-time decision-making through performance dashboards, agent availability tracking, and live floor coordination.
• Collaborate with IT and vendors for upgrades, maintenance, and issue resolution.

6. Leadership & Team Management:

• Lead, coach, and develop a team of WFM analysts and real-time analysts.
• Promote a culture of accountability, performance, and continuous learning.

7. Stakeholder Engagement:

• Act as a strategic partner to Operations, HR, Finance, and other departments.
• Present findings and recommendations to senior leadership to influence decision-making.

Qualifications:

Education:

• Bachelor’s degree in Business, Operations Management, Statistics, or a related field (Master’s preferred).

Experience:

• 5+ years of experience in Workforce Management, preferably in a contact center or service-based environment.
• 2+ years in a leadership or managerial role.

Skills:

• Strong analytical and forecasting skills.
• Proficient in WFM tools (e.g., NICE, Verint, Genesys, or similar).
• Advanced Excel skills; familiarity with SQL, Power BI, or Tableau is a plus.
• Excellent communication and stakeholder management skills.
• Ability to thrive in a fast-paced, dynamic environment.

Key Competencies:

• Strategic Thinking
• Data-Driven Decision Making
• Leadership & Team Development
• Problem Solving
• Communication & Influence
• Time Management

Interested Candidates can call or WhatsApp on 9289809622 HR Prachi

Job Type: Full-time

Pay: ₹35,000.00 - ₹70,000.00 per month

Benefits:

• Provident Fund

Work Location: In person

Speak with the employer
+91 9289809622