Assistant Manager/Deputy Manager - Workforce Management - BPO

About the job

Job Title: Assistant Manager / Deputy Manager Workforce Management (WFM)

Location: Pune

Open Positions: 1

Experience Required: 5+ years

About the Role

We are looking for an experienced Assistant Manager / Deputy Manager WFM to join our team in Pune. The ideal candidate will bring expertise in workforce planning, capacity management, forecasting, and scheduling, with a proven track record of supporting large-scale operations and driving efficiency through data-driven insights.

Key Responsibilities

- Manage workforce planning, forecasting, and scheduling to ensure optimal staffing levels.

- Monitor real-time adherence, shrinkage, and service levels across business units.

- Partner with operations and leadership teams to provide actionable insights on performance and resource utilization.

- Analyze trends, create reports, and recommend strategies for improving productivity and efficiency.

- Ensure compliance with workforce management processes and best practices.

- Drive automation and process improvements in WFM systems and reporting.

Requirements

- 5+ years of experience in Workforce Management within a BPO / shared services / large-scale operations environment.

- Strong expertise in forecasting, capacity planning, scheduling, and real-time monitoring.

- Proficiency in WFM tools and MS Excel (advanced level preferred).

- Excellent analytical, problem-solving, and communication skills.

- Ability to collaborate effectively with stakeholders and lead process improvements.