Manager/Senior Manager - Workforce Management - Pune

Job description

Hiring: Manager/Senior Manager - Workforce Management (WFM) | Pune (Hinjewadi Phase 2) Are you a Workforce Management professional with strong expertise in forecasting, capacity planning, scheduling, and real-time operations? We are looking for an experienced Manager - Workforce Management (WFM) to join our team and drive workforce optimization across large-scale operations. 📍 Location: Pune, Hinjewadi Phase 2 🕔 Shift: US Shift (5:00 PM IST onwards) 👤 Role Type: Individual Contributor 💼 Experience: 8+ Years in Workforce Management 🏢 Industry Preference: BPO / BPM / BPS / Shared Services / Customer Operations Key Responsibilities ✅ Lead workforce forecasting, capacity planning, scheduling, and real-time management functions. ✅ Develop short, medium, and long-term staffing plans aligned to business demand. ✅ Drive workforce optimization through analytics, productivity improvement, utilization management, and service level governance. ✅ Partner with Operations, Finance, HR, Recruitment, Training, and Quality teams to support business objectives. ✅ Provide actionable workforce insights and recommendations through data-driven decision-making. ✅ Support operational excellence initiatives, automation opportunities, and process improvements. ✅ Manage workforce planning for large-scale environments supporting 500+ FTE operations. What We're Looking For ✔ Strong expertise in: • Forecasting • Capacity Planning • Scheduling • Real-Time Adherence (RTA) • Intraday Management • Shrinkage Management • Headcount Planning • Workforce Analytics • Resource Planning Experience working with tools such as NICE IEX, NICE WFM, Verint, Genesys, Aspect, Calabrio, Advanced Excel, and Power BI is preferred. Why Consider This Opportunity? This is a high-impact role that directly influences workforce strategy, operational performance, client outcomes, and business growth. The position offers an opportunity to work with senior stakeholders, leverage advanced workforce analytics, and contribute to large-scale workforce transformation initiatives. 📩 Interested candidates are requested to apply and share their updated resume. Please feel free to tag or refer suitable professionals from your network.