WFM Manager

The
WFM Manager
is responsible for leading and optimizing workforce planning strategies to ensure operational efficiency, service level achievement, and cost-effective staffing across all business units.

Key Responsibilities

• Develop and maintain accurate
  forecasting models
  based on historical data, business trends, and seasonal patterns.
• Oversee
  real-time monitoring
  of service levels, adherence, and intraday performance metrics.
• Lead
  capacity planning
  and
  staffing strategies
  to meet service level agreements (SLAs) and budget targets.
• Manage
  scheduling processes
  , including shift bids, time-off planning, and exception handling.
• Collaborate with Operations, HR, and Training teams to align workforce plans with recruitment, onboarding, and attrition trends.
• Provide actionable insights and reports to senior leadership on performance, risks, and opportunities.
• Drive conti...