Head - Workforce Management - IT - IIM/FMS/MDI

Role: WFM Head

Location: Bangalore

Job Overview:

The Workforce Management Head is responsible for overseeing and managing all aspects of the workforce management function within the organization. This includes planning, forecasting, scheduling, real-time management, and reporting on staffing and workload requirements for all departments.

Key Responsibilities:

- Develop and implement workforce management strategies and initiatives that support the organization's goals and objectives.

- Manage a team of workforce management professionals, providing coaching, guidance, and leadership to ensure that all staff perform to their fullest potential.

- Work with department managers to understand their staffing and workload requirements and to develop staffing plans that meet their needs.

- Develop and maintain accurate forecasts and staffing schedules that ensure optimal coverage and service levels.

- Monitor real-time performance metrics and adjust staffing levels and schedules as needed to ensure that service levels are met.

- Develop and maintain reporting mechanisms that provide visibility into staffing and workload trends, service levels, and key performance indicators.

- Identify and implement process improvements to optimize workforce management processes and increase efficiency.

- Ensure compliance with all applicable labor laws, regulations, and company policies.

- Develop and maintain strong relationships with internal stakeholders and external vendors as needed.

Pre-Requisites

- Proven experience in forecasting, scheduling, and real-time management.

- Strong analytical skills, with the ability to analyze data, identify trends, and make data-driven decisions.

- Excellent communication skills, with the ability to communicate effectively with all levels of the organization.

- Strong leadership skills, with the ability to motivate and manage a team.

- Proficiency in workforce management software, such as WFM, Aspect, or Verint.

- Experience in call center operations is preferred.

- Ability to work independently, prioritize tasks, and meet deadlines.

- Responsible for managing all facets of operations such as forecasting, scheduling, monitoring volumes while adjusting the resources to business objectives.

- Deep understanding of where resources are held in the organization and what they are doing and advice on resource deployment and allocation. Resource reusability and traceability

- Proficient in Project Management & workforce management software tools & processes.

- Experience of participating in Project Review meeting, analyze resource status on the Projects & resolve issues & escalations

- Strong Process orientation with ability to take up independent charge and perform.

- Strong Collaborative Leadership qualities

Qualification

- Minimum15 years experience in workforce management, including experience managing teams in the capacity of Workforce Management Leader.

- MBA from Top B schools/reputed Institutes will be highly preferred