Role: Workforce Management (WFM) Manager

Location: Indore/Chennai

Grade: BPO 3/4

Salary Range: 9 – 12 LPA

Contractual Services:

The WFM Manager is responsible for forecasting, capacity planning, real-time monitoring, and scheduling to ensure optimal staffing and service level adherence across all support channels.

Google Product Certification: WFM tools (e.g., NICE, Verint, Aspect) ITIL Foundation

Responsibilities:

•    Develop and manage short- and long-term forecasts based on historical data and business trends.

•    Create and maintain agent schedules to meet SLA and productivity targets.\

•    Monitor real-time performance and adjust staffing as needed.

•    Collaborate with Operations, QA, and Training teams to align workforce strategies.

•    Analyze shrinkage, occupancy, and adherence metrics to optimize efficiency.

•    Generate WFM reports and dashboards for leadership review.

•    Lead a team of WFM analysts and planners.

Skills & Competencies:

Mandatory:

Mandatory:

•    Strong analytical and Excel/Google Sheets skills.

•    Proficiency in WFM tools (e.g., NICE IEX, Verint, Genesys).

•    Experience in multi-channel support environments.

•    Excellent communication and stakeholder management.

Good to Have:

•    Knowledge of Google Workspace tools.

•    Familiarity with AI-driven forecasting or scheduling tools.

•    Experience in BPO or tech support environments.

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**Graduation is Compulsory**

**PAN and DOB is required for Employee Profile creation**