GWFM Member Companies

GWFM Member Companies

Job Position

Workforce Manager – I


2-4 Years


Mumbai / Gurgaon / Hyderabad / Chennai



Job Description

Work Competencies Include:

  • Prepare and maintain forecasts, and capacities for assigned teams utilizing standard defined process
  • Maintain distribution curves by gathering and tracking historical call data. Analyze and report volume and campaign/brand activity. Intra-day forecasts.
  • Communicate with Supervisors and Account Managers through weekly meetings, phone, or email. Ensure all client information is accurate and up to date.
  • Assist site operations in presenting forecast data to clients
  • Assist in the completion of weekly reports.
  • Experience: 2-4 years of WFM experience in Forecasting, Planning, and Staffing
  • Team Management Skills for a minimum 1 year
  • Previous experience in a dynamic, fast-changing call center environment required.
  • Proven analytical skills ability to communicate with various management levels.


  • Knowledge of WFM tools like IEX, Blue Pumpkin, eWFM etc.



  • The candidate should have the below pre-requisite qualification(s) that are common across roles
  • Minimum Higher Secondary Education or Graduate
  • Strong computer skills that include proficiency in MS Office suite, particularly Excel.
  • Ability to communicate clearly and effectively with all levels within the organization.
  • Should have Call Center / BPO Experience
  • Experience of working on tools like IEX
  • Knowledge of various Call Center Reporting Systems would be a plus

About Position At

GWFM Member Companies

No of positions : 6

Job Responsibilities:

  • Responsible for selecting, training, and effectively managing the Workforce Management Team to develop suitable competence to support succession planning and meet customer needs and expectations
  • Manage a team of Planners who are responsible for forecasting weekly, daily, and intra-day contact volumes, based on historical information and known future changes to the business plans.
  • Create the operational call volume, AHT, load factor, and FTE forecast for all supported lines of business in order to complete budget forecasts, attrition forecast and hiring analysis and recommendations
  • Responsible for the management of call volume forecasting, tracking, and planning
    Ensuring that all forecasts are delivered on time and where possible analyze data to make recommendations to enhance performance.
  • Work with remote Sitel sites, including outsourcing partners, in a centralized WFM environment
  • Work with real-time team to optimize operational performance on a daily basis
  • Long-range forecasts (hiring requirements).
  • Provide support in the creation of capacity plans, ramp plans, and recruitment plans.
  • Manage Forecasting and Supply Management of Resources that would include people, seats, and bandwidth.
  • Maintain planned Vs actual forecast details for review with Leadership.
  • Monitor performance and optimize operational performance on a daily basis
  • Specific duties include staff management, providing forecasts to Client and third parties, working with call center staff to create and modify staff scheduling.
  • Oversee scheduling philosophy of schedule assignments
  • Oversee proactive scheduling of discretionary activities such as training, meetings, overtime, and undertime
  • Oversee intraday management of scheduling procedures, analysis of real-time workload requirements, and call routing to manage performance to service level requirements
  • Responsible for maximizing efficiency and occupancy while meeting service objectives
  • Oversee analysis and reporting of employee performance including schedule adherence
  • Perform other duties and assignments as directed

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