Assistant Manager - Workforce Management (WFM) - Pune - 8 years+
- Pune, Maharashtra
- Permanent
- Full-time
Work Schedule: 5 Days a Week | Rotational US Shifts
Experience Required: Minimum 8+ years in WFM domain
Level: Current designation must be Team Lead (TL) or Assistant Manager (AM) on paper for at least 2 years
Span of Control: Experience managing a team or function with a span of control over 8 yearsJob SummaryWe are seeking a seasoned and strategic Assistant Manager - Workforce Management (WFM) to lead our workforce planning and execution function. The ideal candidate will bring over 8 years of specialized experience in WFM and a strong background in managing large-scale operations in a dynamic contact center environment.The role requires someone who is currently functioning as a Team Lead or Assistant Manager (officially documented) and has hands-on experience with forecasting, scheduling, real-time management, and analytics in US-shift operations.Key Responsibilities
- Lead a team responsible for end-to-end WFM functions including forecasting, capacity planning, scheduling, and intraday management
- Develop short-term and long-term staffing models to support business goals and optimize resource utilization
- Ensure SLA adherence and proactively manage service level risks through real-time monitoring and adjustments
- Drive continuous improvement in WFM processes, tools, and practices
- Collaborate with operations leaders, quality, HR, and training teams to align on workforce strategies
- Create and deliver WFM reports, dashboards, and performance insights to senior stakeholders
- Ensure accuracy and integrity of WFM data, schedules, and plans
- Work closely with support functions to improve forecast accuracy and staffing efficiency