Workforce Management (WFM) Manager – BPO Industry

About the role

The Workforce Management (WFM) Manager will lead a team responsible for forecasting, capacity planning, scheduling and performance analysis across multiple sites and skill sets within a BPO environment. You will ensure that workforce strategies align with client goals and operational metrics, driving efficiency and service quality.

Key responsibilities

• Review capacity plans and schedules created by team members for accuracy and compliance with standards.
• Manage 2‑3 WFM Account Managers and act as Senior Account Manager for key accounts.
• Lead strategy reviews to improve utilization and develop proactive staffing models.
• Collaborate with Business Development, Operations and clients to design new staffing and volume models.
• Oversee call‑centre efficiency and customer‑service performance to meet client and financial targets.
• Ensure planning and scheduling tools are properly configured and maintained.
• Develop forecasts, resource plans and schedules for new programs.
• Design and implement continuous‑improvement projects with high impact.

Required profile

• Minimum 12 months experience as a WFM Account Manager with client‑facing responsibilities.
• Fluent English with strong communication skills for local and non‑local EMEA clients.
• Proven people‑management experience and ability to mentor and coach teams.
• Strong analytical ability to interpret large data sets and create strategic action plans.
• Demonstrated business acumen and understanding of BPO operations.

Required skills

• Proficiency with WFM tools such as IEX, Teleopti, CMS and Genesys.
• Advanced Microsoft Office skills, especially Excel.
• Data analysis and reporting capabilities.