Senior Manager - WFM

Position Summary

Client-facing WFM leader accountable for forecasting, capacity planning, scheduling, real-time management, reporting, and workforce governance across complex operations. Partners with Service Delivery, Finance, HR, Talent Acquisition, and clients to convert demand forecasts into hiring plans, staffing models, and scalable workforce strategies. Builds a high-performing, data-driven WFM function that improves forecast accuracy, schedule effectiveness, operational efficiency, and client confidence.

Key WFM Skills Summary

• Client-facing insights, executive communication, escalation management, and stakeholder partnership
• Forecasting, capacity planning, staffing models, and headcount strategy
• Schedule optimization, real-time management, queue monitoring, and SLA performance
• WFM reporting, forecast accuracy, adherence, occupancy, utilization, shrinkage, and attrition analytics
• WFM tools, dashboard automation, governance, process standardization, and team leadership

Primary Responsibilities

• Lead workforce forecasting, capacity planning, and headcount strategy
• Serve as escalation point for workforce-related risks, issues, and client-impacting challenges.
• Develop short- and long-term volume forecasts using trends, business inputs, and predictive models.
• Translate forecasts into hiring plans, staffing models, and capacity recommendations.
• Partner with HR and Talent Acquisition on ramp plans, site expansions, onboarding, and workforce readiness.
• Manage planning assumptions for shrinkage, attrition, leave, training, absenteeism, and ramp productivity.
• Monitor queues, staffing, adherence, and service performance; drive intraday actions as needed.
• Provide scenario modeling and recommendations to support service levels, budget, and resource optimization.
• Refresh workforce plans using current performance data, client demand signals, and business inputs.
• Own scheduling, real-time management, and operational performance
• Optimize schedules to meet SLAs, occupancy, utilization, productivity, and client service targets.
• Allocate resources across shifts, queues, workstreams, and locations, including 24/7 operations where applicable. WFM reporting, tools, governance, and continuous improvement
• Own WFM reporting for service levels, occupancy, utilization, forecast accuracy, adherence, attrition, shrinkage, and productivity.
• Deliver insights that improve efficiency, cost management, workforce utilization, and client outcomes.
• Ensure accurate workforce data across WFM tools, dashboards, and operational systems.
• Optimize WFM tools, automation, governance, scheduling standards, and reporting processes.