Selections HR Services Private Limited
Website:
selectionssourcing.com
Job details:
Job Description – Workforce Management (WFM)
Role Overview
We are looking for an experienced Workforce Management (WFM) professional with strong expertise in managing WFM functions within a Voice Operations/Call Center environment. The ideal candidate should have hands-on experience across key WFM areas, including Real-Time Analysis (RTA), Scheduling, Forecasting, Capacity Planning, and Workforce Planning.
This is a direct client-facing role, and the candidate will be responsible for managing client expectations, presenting WFM insights, and ensuring effective coordination between operations, WFM teams, and key stakeholders.
Key Responsibilities
- Manage end-to-end Workforce Management activities for Voice/Call Center operations.
- Lead and manage WFM teams across RTA, Scheduling, Planning, and Forecasting functions.
- Drive workforce planning and capacity management based on business requirements and operational demand.
- Monitor intraday performance, staffing levels, service levels, adherence, and other key operational metrics.
- Develop and manage schedules to ensure optimum staffing and efficient resource utilization.
- Work closely with Operations and other stakeholders to identify staffing gaps and provide appropriate solutions.
- Conduct forecasting and capacity planning to support short-term and long-term business requirements.
- Act as a primary point of contact for clients for all WFM-related discussions, updates, and performance reviews.
- Present WFM insights, reports, trends, and recommendations to internal and external stakeholders.
- Ensure timely delivery of WFM requirements while maintaining agreed service levels and operational targets.
- Identify opportunities for process improvement, automation, and optimization within WFM processes.
- Manage team performance, provide guidance and support, and ensure smooth functioning of all WFM activities.
Required Skills & Experience
- Strong core experience in Workforce Management within a Voice Operations/Call Center environment.
- Hands-on experience in managing RTA, Scheduling, Forecasting, Capacity Planning, and Planning functions.
- Proven experience in leading and managing WFM teams.
- Strong understanding of call center metrics, service levels, staffing requirements, and workforce optimization.
- Experience in a direct client-facing role with strong stakeholder and relationship management skills.
- Excellent analytical, problem-solving, and decision-making abilities.
- Strong communication and presentation skills with the ability to interact confidently with clients and senior stakeholders.
- Ability to manage multiple priorities in a fast-paced and dynamic operations environment.
Preferred Candidate Profile
The ideal candidate should be a strong WFM professional with a combination of hands-on operational expertise, team management capabilities, and client-facing experience. The candidate must be confident in independently managing WFM functions and teams while effectively engaging with clients and driving operational performance.
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