Workforce Management Manager

1 week ago

Taguig, National Capital Region, Philippines Tata Consultancy Services Full time

Direct message the job poster from Tata Consultancy Services

Talent Acquisition at Tata Consultancy Services

Job Summary:

The Workforce Management (WFM) Manager is responsible for overseeing and optimizing workforce planning, forecasting, scheduling, and resource allocation within the organization. The WFM Manager ensures that the appropriate number of staff is available at the right times to meet operational demands, while maintaining efficiency, service levels, and cost-effectiveness. The role requires a combination of strategic foresight, data analysis, and team management to optimize workforce performance and drive business results.

Key Responsibilities:

  1. Workforce Planning and Forecasting:
    • Analyze historical data and trends to predict future staffing needs and demand fluctuations.
    • Collaborate with operational managers to understand business requirements and ensure workforce alignment.
    • Develop and maintain short-term and long-term forecasting models to optimize resource allocation.
  2. Scheduling and Resource Allocation:
    • Develop and manage employee schedules based on forecasted demand, ensuring appropriate coverage for peak and off-peak hours.
    • Coordinate shift patterns, break schedules, and time-off requests, while ensuring compliance with labor laws and company policies.
    • Monitor real-time adherence to schedules and adjust as needed to address any absenteeism, unplanned time off, or changes in demand.
  3. Performance Monitoring and Reporting:
    • Track key performance indicators (KPIs) such as service levels, call abandonment rates, and agent productivity.
    • Provide regular performance reports and actionable insights to senior management regarding workforce performance, trends, and improvement opportunities.
    • Identify operational inefficiencies and recommend corrective actions or process improvements.
  4. Team Leadership and Development:
    • Manage a team of WFM analysts, planners, and schedulers to ensure efficient and accurate workforce operations.
    • Provide ongoing training, coaching, and performance evaluations to enhance the skill set of the WFM team.
    • Foster a collaborative and positive team culture to drive performance and engagement.
  5. Technology and Tools Utilization:
    • Utilize WFM software, analytics tools, and systems to gather data, generate forecasts, and create schedules.
    • Stay updated on the latest trends in workforce management tools and technologies to ensure the team is utilizing best-in-class resources.
    • Collaborate with IT and other departments to optimize system performance and integrate data sources.
  6. Process Improvement:
    • Continuously review and refine workforce management processes to improve accuracy, efficiency, and quality.
    • Collaborate with cross-functional teams to identify and implement best practices for workforce planning and scheduling.
    • Lead projects to streamline WFM operations and increase the effectiveness of staffing strategies.
  7. Budget Management and Cost Control:
    • Analyze labor costs and staffing efficiency, ensuring optimal resource allocation within budget constraints.
    • Propose adjustments to headcount or scheduling practices to balance cost-saving efforts with the need to meet service targets.
  8. Stakeholder Collaboration:
    • Work closely with HR to manage staffing levels, hiring, and training to meet operational requirements.
    • Partner with senior leaders, operations managers, and other departments to align workforce strategies with organizational goals.
    • Engage with external vendors and contractors when necessary to meet business needs.

Required Qualifications:

  1. Bachelor's degree in Business Administration, Operations Management, Human Resources, or a related field. A Master's degree or professional certifications (e.g., Six Sigma, WFM-related certifications) is a plus.
  2. 10+ years of experience in workforce management, operations, or scheduling in a customer service or call center environment. With HR Shared Services Operations Background is preferred.
  3. At least 5+ years of experience in a supervisory or managerial role leading a workforce management team.
  4. Proven experience in forecasting, scheduling, and optimizing labor resources.
  5. Strong proficiency in workforce management software (e.g., NICE, Verint, Aspect, etc.) and Microsoft Excel.
  6. Experience with Genesys Platform, a plus.
  7. Excellent analytical, problem-solving, and decision-making abilities.
  8. In-depth understanding of contact center KPIs and how to influence performance through effective WFM strategies.
  9. Ability to lead, motivate, and develop a team of WFM professionals.
  10. Strong communication and interpersonal skills to effectively collaborate with different stakeholders.
  11. Detail-oriented with strong organizational skills and the ability to handle multiple priorities.
  12. Proactive, results-driven, and able to work independently in a fast-paced environment.
  13. High level of adaptability to changing business needs and market conditions.

Preferred Qualifications:

  1. Workforce Management certifications from recognized industry bodies (e.g., ICMI, HDI).
  2. Experience with advanced data analytics, artificial intelligence tools, or predictive modeling in workforce management.
  3. Previous experience in a high-volume, multi-channel contact center or customer service environment.

Working Conditions:

  • Full-time position, typically Monday to Friday with occasional flexibility required during peak times.
  • Occasional travel may be required for meetings, training, or conferences.
  • The role may require occasional evening or weekend work depending on the business needs and staffing schedules.

This job description outlines the essential functions and responsibilities of the WFM Manager role, but additional tasks may be assigned based on organizational needs. The WFM Manager is a key driver in ensuring optimal operational efficiency and customer service performance.

Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Human Resources
  • Industries
  • IT Services and IT Consulting
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