Senior Manager/Head - WFM

Job Description: Senior Manager / Head – Workforce Management (WFM)

The Head of Workforce Management (WFM) is responsible for leading the WFM & MIS Center of Excellence (COE) and managing end-to-end workforce planning and reporting for the India business unit. The role oversees forecasting, capacity planning, scheduling, real-time management, and MIS reporting across multiple Lines of Business (LOBs).

Key Responsibilities:

• Lead and manage the WFM & MIS COE, overseeing complete workforce management operations for the India business unit.
• Own end-to-end WFM functions including forecasting, capacity planning, scheduling, real-time management, and performance reporting.
• Prepare accurate demand forecasts for multiple Lines of Business such as RSA, CRM, Travel, and other operational verticals.
• Develop and manage staffing models, manpower plans, and capacity plans aligned with business requirements and SLAs.
• Raise and track Service Requests (SRs) for new hires based on manpower gaps and monitor onboarding progress across all LOBs.
• Provide strategic and operational support to the team in schedule creation and optimization.
• Manage, mentor, and develop a team of WFM analysts, ensuring productivity, capability enhancement, and skill development.
• Oversee headcount management, attrition tracking, and Avaya ID management to ensure operational readiness.
• Ensure timely and accurate delivery of daily, weekly, and monthly MIS reports, including:
• Daily operational synopsis
• Agent productivity reports
• Client and SLA performance reports
• Agent and Team Leader scorecards
• Location-wise attendance and utilization reports
• Drive automation of MIS reporting and lead the transition of dashboards and analytics to Power BI.
• Partner with operations, HR, and leadership teams to support business growth, efficiency, and service level achievement.