Unity Small Finance Bank
Website:
theunitybank.com
Job details:
Role Overview
The Workforce Management (WFM) Manager is responsible for driving optimal staffing, forecasting, scheduling, and real-time management to ensure service level targets are consistently met. This role plays a critical part in balancing operational efficiency, customer experience, and cost optimization within the contact center.
Key Responsibilities
1. Forecasting & Planning
Develop accurate short-term and long-term volume forecasts using historical data and business trends
Analyze call patterns, seasonality, and external drivers impacting demand
Collaborate with business stakeholders to align forecasts with strategic plans
2. Capacity Planning
Determine staffing requirements based on forecasted volumes and service level agreements (SLAs)
Create hiring plans and resource allocation strategies
Optimize shrinkage assumptions (leaves, training, absenteeism, etc.)
3. Scheduling
Design efficient schedules to ensure adequate coverage across all intervals
Balance business needs with employee preferences and engagement
Ensure compliance with labor laws and organizational policies
4. Real-Time Management (Intraday)
Monitor live queue performance and agent adherence
Take corrective actions such as re-allocating resources, overtime, or shift adjustments
Manage real-time service levels, occupancy, and response times
5. Performance Analysis & Reporting
Track and report key WFM metrics: Service Level, AHT, Occupancy, Shrinkage, Forecast Accuracy
Provide actionable insights to improve efficiency and productivity
Build dashboards and reports for leadership reviews
6. Stakeholder Management
Work closely with Operations, HR, Training, and IT teams
Communicate staffing risks, performance gaps, and improvement plans
Influence decision-making with data-driven insights
7. Tools & Systems Management
Manage WFM tools (e.g., NICE, Verint, Genesys, Aspect)
Ensure data accuracy and system optimization
Drive automation and process improvements
Key Skills & Competencies:
Strong analytical and problem-solving skills
Expertise in forecasting models and capacity planning
Advanced proficiency in Excel and WFM tools
Strong communication and stakeholder management skills
Ability to work in a fast-paced, dynamic environment
High attention to detail and data accuracy
Qualifications:
Bachelor’s degree in Business, Operations, Mathematics, or related field
5–8 years of experience in Workforce Management
Experience managing large teams and multi-channel environments preferred
Key Metrics / KPIs:
Service Level & Response Time
Forecast Accuracy (%)
Schedule Adherence & Compliance
Shrinkage (%)
Cost per Contact / Productivity
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