Workforce Manager

About the Role

We are seeking a highly skilled Workforce Manager to lead and manage workforce planning and optimization across the organization. The role is critical in ensuring operational efficiency, meeting service level agreements (SLAs), and balancing cost-effectiveness with business performance goals. The Workforce Manager will be responsible for forecasting staffing needs, creating optimized schedules, monitoring real-time operations, analyzing workforce performance, and leading a team of workforce analysts. This leadership role requires a strong blend of analytical skills, business acumen, and team management expertise.

Core Responsibilities

1. Strategic Planning

- Develop and implement workforce management strategies aligned with overall business objectives.

- Define KPIs and success metrics to measure workforce efficiency, productivity, and cost-effectiveness.

- Partner with senior leadership to anticipate staffing demands in line with business growth and customer requirements.

2. Forecasting & Scheduling

- Leverage historical data, seasonal trends, and predictive analytics to forecast staffing requirements.

- Create efficient, balanced schedules that optimize resource allocation while maintaining service quality.

- Manage time-off requests and leave planning without disrupting operational requirements.

3. Real-Time Workforce Management

- Monitor real-time operations and staffing levels to ensure compliance with SLAs.

- Make dynamic adjustments to staffing allocations in response to unexpected fluctuations in demand.

- Coordinate with operations and support teams to resolve workforce-related challenges immediately.

4. Performance Analysis & Reporting

- Conduct in-depth analysis of workforce data to identify trends, gaps, and opportunities for optimization.

- Develop dashboards, reports, and insights for senior management on staffing utilization, service levels, and efficiency.

- Recommend process improvements and automation strategies to drive operational excellence.

5. Team Leadership & Development

- Lead, mentor, and develop a team of workforce analysts to achieve departmental objectives.

- Establish clear goals, performance standards, and accountability frameworks for the team.

- Foster a culture of continuous improvement, collaboration, and professional growth.

6. WFM System & Process Management

- Oversee the Workforce Management system (WFM tools), ensuring optimal configuration and maintenance.

- Liaise with system vendors for upgrades, troubleshooting, and enhancement requests.

- Standardize WFM processes across teams for consistency and efficiency.

7. Compliance & Governance

- Ensure all workforce practices comply with labor laws, regulatory requirements, and company policies.

- Monitor adherence to policies related to working hours, overtime, and leave management.

8. Stakeholder Engagement

- Serve as the key point of contact for workforce-related insights, strategies, and performance updates.

- Collaborate with operations, HR, finance, and senior leadership to align workforce planning with organizational priorities.

- Provide consultative support to business units on workforce optimization.

Desired Profile

Education: MBA in Business Administration or equivalent qualification.

Experience: Minimum 5-7 years in workforce management, with at least 3 years in a leadership role.

- Strong understanding of forecasting models, WFM systems, and performance analytics.

- Demonstrated ability to lead teams, influence stakeholders, and drive large-scale workforce initiatives.

- Proficiency in WFM tools (e.g., NICE, Verint, Aspect, Genesys, or similar platforms).

- Excellent analytical, problem-solving, and decision-making skills.

- Strong communication, stakeholder management, and change management abilities.