First Advantage

Workforce Manager – Capacity Planning & Operations - Mumbai

Mumbai, MAHARASHTRA, India - Full Time

WFM Manager – Capacity Planning & Back‑Office Operations

Role Summary
The WFM Manager is responsible for forecasting, capacity planning, and staffing for back‑office operations. The role ensures the right resources are available to meet SLAs, manage backlogs, and support business growth through accurate planning and strong operational partnership.

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.
Skills & Qualifications
  • 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.
Preferred
  • Experience in BPO/Shared Services/GCC environments.
  • Understanding of statistical forecasting and automation tools

Work Location: Mumbai (preferably)

Work model: Hybrid
 

 

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.

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