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