Workforce Management Manager

Job Description Lead and manage the Workforce Management function, including forecasting, capacity planning, scheduling, real-time management, and reporting. Drive workforce optimization strategies to improve productivity, service levels, operational efficiency, and cost management. Partner with Operations, HR, Training, and Technology teams to align workforce plans with business objectives and growth requirements. Ensure accurate demand forecasting and resource planning using data analytics and workforce management tools. Monitor key performance indicators (KPIs), identify trends, and implement corrective actions to achieve service and productivity targets. Develop and strengthen WFM processes, governance frameworks, and reporting mechanisms to support a tech-enabled operating model. Provide onsite leadership and day-to-day guidance to the WFM team, fostering accountability, collaboration, and high performance. Mentor, coach, and develop WFM team members, creating succession plans and supporting workforce capability development. Lead continuous improvement initiatives, leveraging automation, analytics, and technology to enhance workforce planning effectiveness. Prepare and present workforce insights, recommendations, and performance updates to senior management. Qualification & Skills Bachelor’s degree in Business Administration, Operations Management, Statistics, Data Analytics, or a related field (Master’s degree preferred). Minimum 5–8 years of progressive experience in Workforce Management, with at least 2–3 years in a leadership or managerial role. Proven experience in BPO, contact center, shared services, or technology-enabled service environments. Strong expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics. Hands-on experience with WFM platforms and reporting tools. Demonstrated ability to lead, coach, and develop teams while driving a performance-oriented culture. Strong analytical, problem-solving, and decision-making skills with the ability to translate data into actionable business insights. Excellent communication, stakeholder management, and cross-functional collaboration skills. Willingness and commitment to work onsite and lead the WFM team directly from the office environment. Proven track record of driving process improvements, operational excellence, and workforce development initiatives. What we offer Market-competitive salary Career growth opportunities Learning & development programs On-the-job training Medical coverage (IPD) Life insurance Paid leaves (Annual, Casual, Sick, Marriage, Maternity, Paternity, Hajj, Bereavement) Provident Fund Employee Old Age Benefits (EOBI) Employee engagement & wellness initiatives Location: NASTP, Cantt, Lahore. Shift: EST