Job Description

Overall Purpose of the Job

The Workforce Management (WFM) Manager is responsible for leading end-to-end workforce planning, forecasting, scheduling, and real-time performance management to ensure optimal staffing and service delivery outcomes.


This role drives operational efficiency through data-driven insights, ensuring alignment between workforce supply and business demand while maintaining service level agreements (SLAs), productivity, and cost targets. And acts as a strategic partner to Service Delivery and leadership teams, providing actionable insights on headcount planning, capacity modeling, and operational performance


Key Responsibilities

  • Develop short-term and long-term volume forecasts using historical trends, business inputs, and predictive models

  • Translate forecasts into hiring plans, staffing models, and capacity plans

  • Partner with TA and HR on headcount ramp-up plans (especially for new si...

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