Workforce Manager Capacity Planning & Operations
Key Responsibilities
- Develop long term and short term capacity plans for back office processes.
- Forecast volumes, productivity, and staffing needs using historical and current trends.
- Create FTE plans based on AHT, shrinkage, backlog targets, and workload distribution.
- Monitor backlog health and recommend actions to maintain SLA performance.
- Partner with operations, HR, and finance on hiring, cross training, and resource allocation.
- Track WFM KPIs such as forecast accuracy, utilization, and staffing variance.
- Build and maintain dashboards/reports for capacity, staffing, and productivity insights.
- Support new process transitions with sizing and ramp up planning.
- 8 12+ years of WFM experience with strong exposure to back office planning.
- Expertise in forecasting, capacity modelling, and staffing calculations.
- Strong analytical skills with advanced Excel; experience with BI tools preferred.
- Familiarity with WFM platforms (Verint, NICE, Aspect, etc.).
- Excellent communication and stakeholder management abilities.
- Experience in BPO/Shared Services/GCC environments.
- Understanding of statistical forecasting and automation tools
