Manager - Workforce Management (WFM)
Position Details
- Position Title: Manager
- Department: Analytics & Reporting
- Division: WFM and MIS
- Contract Type: Permanent
Job Responsibilities
- Develop and implement comprehensive workforce management strategies, including staffing forecasts, capacity planning, and schedule designs to maintain client SLAs and ensure global time-zone coverage.
- Direct strategic space planning and governance, providing data-driven reports regarding space allocation and utilization.
- Oversee all scheduling, shift planning, and resource allocation to ensure adequate coverage across customer support, data services, and back-office operations.
- Monitor and analyze key workforce metrics such as adherence, occupancy, shrinkage, absenteeism, overtime, and utilization to build predictive staffing plans.
- Lead and manage the WFM team, including associates, senior associates, and team leads, by assigning tasks and ensuring the accuracy and timeliness of forecasting and scheduling.
- Collaborate with HR, Operations, Client Services, and Analytics functions to align workforce capacity with demand, hiring plans, and project scaling.
- Provide regular reports to senior leadership regarding workforce status, identified gaps, forecasted needs, and risks associated with staffing levels.
- Establish and maintain workforce management policies, Standard Operating Procedures (SOPs), and relevant documentation.
- Manage escalations related to staffing shortages, urgent shift swaps, and exceptions such as absences or overtime.
- Utilize and implement WFM tools and software to automate and optimize essential workforce processes.
Job Specification
Educational Qualifications
- Degree: Master’s degree in Business Administration (MBA) in any discipline.
- Preferred Major: Business Administration or Operational Management is preferred.
Experience
- Total Experience: Minimum of 5+ years of experience in workforce management.
- Leadership Experience: At least 2 years of experience in a leadership or managerial role.
Key Competencies
- High proficiency in Excel and Google Sheets.
- Strong analytical and forecasting skills.
- Familiarity with specialized Workforce Management (WFM) tools is preferred.
- Excellent communication and stakeholder coordination skills, specifically with HR, Finance, and Operations.
- Demonstrated performance in behavioral competencies as outlined in the company's performance framework.
English Language Proficiency
- Listening: Intermediate.
- Reading: Intermediate.
- Writing: Intermediate.
- Speaking: Intermediate.
Skills Required
- Master's degree in Business Administration (MBA)
- Minimum 5+ years of experience in workforce management
- At least 2 years of leadership or managerial experience
- High proficiency in Excel
- High proficiency in Google Sheets
- Strong analytical and forecasting skills
- Excellent communication and stakeholder coordination skills
- Familiarity with specialized Workforce Management (WFM) tools
- Preferred major: Business Administration or Operational Management
- Intermediate English proficiency (listening, reading, writing, speaking)
What We Do
We believe customers and employees should be looked after, and every interaction is an opportunity for a conversation and to learn more about them. The value of human touch is irreplaceable, so MöBIUS, our Conversational Gen AI chatbot, can fully automate or play a supporting role across end-to-end customer journeys. Whether you prefer the tradition of human-centric services, the efficiency of fully autonomous solutions, or a seamlessly blended approach, we’ve got you covered. When the human touch is needed, MöBIUS enhances our agents’ performance and amplifies their empathy. With productivity gains and automation, we save time for the human conversations that matter. Over the past decade, we’ve supported businesses by successfully applying our people and expertise to their diverse range of industries and use cases. Delivering simplified operations and improved customer experiences that allow our customers to focus their time on the things that matter to them. Our expertise stems from an in-depth understanding of customer needs, technology, markets, and constantly adapt to help our customers navigate difficult challenges. To learn more visit us at www.quantanite.com.
