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.
• Rais...