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

• 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).
• 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)

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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.
• 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

• 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).

• 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.
• 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.
• 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.
• 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