Job Title:  Consultant | Customer Experience | Hyderabad | Customer Strategy & Design

Role Overview: The Workforce Manager (WFM) is responsible for end‑to‑end workforce planning, forecasting, scheduling, and capacity optimization to ensure service level achievement and cost-effective operations. This role plays a critical part in aligning staffing capacity with demand patterns across multiple support channels, managing seasonality, and driving optimal utilization of resources. The Workforce Manager partners closely with Operations, RTM, Training, and Recruitment teams to enable operational agility, maintain service stability, and support data‑driven workforce decisions.

Key Responsibilities: The Workforce Manager leads forecasting, scheduling, and performance optimization efforts while ensuring workforce strategies align with business needs and operational realities.

Forecasting & Capacity Planning

• Develop short‑term and long‑term forecasts (daily, weekly, monthly)
• Analyze historical trends, seasonality, and changing business inputs
• Align staffing plans with demand across voice, chat, and email channels

Scheduling & Staffing Optimization

• Create and manage schedules based on forecasted demand
• Apply core WFM principles including shrinkage planning, occupancy optimization, and interval-level staffing
• Ensure coverage across all contact segments and staffing groups

Intraday & Performance Management

• Monitor schedule adherence and compliance
• Partner with RTM teams to support intraday adjustments
• Drive improved utilization and productivity outcomes

Stakeholder Collaboration

• Partner with Operations, Training, and Recruitment teams
• Provide workforce insights to support hiring plans and ramp strategies
• Support governance and leadership reviews with workforce analytics

Tools & Technology

• Utilize WFM platforms for forecasting, scheduling, and capacity planning
• Work with Amazon Connect (CCaaS) and related reporting systems
• Build, maintain, and enhance workforce dashboards

Expectations from the Individual

• Deliver accurate forecasts and optimized staffing plans
• Ensure schedule efficiency and adherence
• Support operational agility during demand fluctuations
• Enable cost optimization while maintaining service quality

Required Qualifications

• Bachelor’s degree in business, Analytics, or a related field
• 4–8 years of experience in Workforce Management in SaaS based product support operations for US region.

Skills Required (Tabular Format)

Skill Category

Skills Included

Functional Skills

• Advanced understanding of WFM principles (Erlang models, shrinkage calculation, capacity planning, scheduling optimization)

• Hands‑on forecasting and scheduling experience

Technical Skills

• Experience with WFM tools (Genesys, NICE, Verint, or equivalent)

• Exposure to Amazon Connect CCaaS (preferred)

• Advanced Excel and data handling

Analytical Skills

• Strong data interpretation and forecasting capability

• Scenario modeling and planning

Communication Skills

• Ability to present workforce insights clearly

• Strong stakeholder management

Behavioral & Cultural Fit

• High attention to detail

• Structured and analytical mindset

• Ability to work in dynamic, fast‑changing environments

• High ownership and accountability

Success Metrics

• Forecast accuracy
• Schedule efficiency
• SLA achievement
• Utilization and occupancy levels