Mission

The WFM Manager is a strategic leadership role responsible for overseeing end-to-end Workforce Management operations across a multi-zone EMEA environment, supporting multiple business units and verticals. This role leads and develops a team of WFM Analysts across Scheduling, Real-Time Management, and Reporting functions, ensuring seamless workforce planning and execution in alignment with regional demand patterns, operational priorities, and organizational objectives. With full ownership of workforce strategy across diverse geographies, the WFM Manager ensures optimal staffing levels are maintained across varying time zones, languages, and business requirements. This includes accurate forecasting, efficient scheduling, and proactive real-time management to consistently meet service level agreements (SLAs), key performance indicators (KPIs), and customer experience targets.

About the Job

The WFM Manager is a critical role that will be operating in a highly complex, multi-regional landscape, the WFM Manager collaborates closely with cross-functional stakeholders and in-region teams to align workforce plans with evolving business needs. The role is accountable for dynamically optimizing resources in response to intra-day performance trends, including volume fluctuations, shrinkage, and unplanned absenteeism, while maintaining operational agility. As a people leader, the WFM Manager is responsible for coaching and guiding a team of WFM Analysts, fostering a high-performance culture across both scheduling and real-time functions. The role also requires strong stakeholder management, building and maintaining effective relationships with internal partners and clients, while confidently managing and diffusing escalations through clear communication, data-driven insights, and solution-oriented decision-making.

In addition, the WFM Manager ensures adherence to company standards, regional labor laws, and regulatory requirements across all supported markets. This includes implementing governance frameworks, conducting regular audits, and driving continuous improve 

Key Responsibilities

Leadership & Oversight:

• Lead, support, and develop a high-performing team of WFM analysts supporting scheduling and real time, ensuring consistent execution of real-time strategies and scheduling adjustments that protect SLAs and operational targets.
• Creating and enforcing global WFM best practices and SOPs.

Strategic & Commercial Impact:

• Driving insight into capacity planning tied to financial targets (budget, cost per contact, margin optimization).
• Partnering with WFM capacity planning teams and Finance on headcount planning, cost forecasting, and scenario modeling.
• Driving efficiency initiatives (e.g., reducing shrinkage, improving occupancy without impacting CX)

WFM Financial Governance:

• Inhouse cost management control of the WFM function.
• Management of WFM costing, ratio and commercials to ensure efficiency is delivered within the WFM function.

End-to-End WFM Ownership:

• Manage the full WFM cycle for EMEA based accounts—from forecast validation, schedule generation, and roster optimization to live monitoring and post-day performance analysis.
• Building career pathways for WFM analysts and Driving training programs for scheduling, real-time, and reporting capabilities.

Strategic Resource Alignment:

• Collaborate with global WFM and operations teams to ensure optimal staffing coverage, balancing efficiency and service goals across multiple business lines and geographies.

Real-Time Agility:

• Drive timely intraday actions in response to volume surges, shrinkage variances, absenteeism, or system issues, ensuring minimal impact to service levels. 

Stakeholder Collaboration:

• Act as the primary WFM liaison for US projects, ensuring transparent communication and alignment with operations, client services, and global planning teams.
• Developing business continuity plans (BCP) for staffing disruptions.

Performance Reporting:

• Deliver actionable performance reports and insights to leadership and clients, highlighting variances, trends, and areas for improvement.

Continuous Improvement:

• Identify and implement WFM best practices, process enhancements, and automation opportunities that elevate service delivery and operational scalability.
• Driving automation and tooling improvements in scheduling, reporting, and real-time processes.
• Partnering with tech teams on system enhancements, integrations, and upgrades 

Real-Time Management

• Lead real-time service delivery by owning all intraday activities and directing the Real-Time Analyst team to monitor queues, adjust agent allocations, and manage adherence.
• Take immediate action to mitigate risks to service levels, including adjusting skilling, managing breaks, escalating outages, and reallocating resources in real-time.
• Ensure all real-time actions are aligned with client priorities and documented for performance and root cause analysis.
• Own the real-time performance layer across all US-aligned accounts, ensuring real-time execution supports business continuity, SLA achievement, and client satisfaction.
• Act as the first point of decision-making in response to live performance variances, call volume spikes, system outages, unplanned absenteeism, or staffing gaps.
• Direct and guide the Real-Time Analyst (RTA) team to monitor intraday performance, track schedule adherence, and take immediate corrective actions when variances are detected.
• Implement live queue management strategies, including skill reassignments, overtime/undertime adjustments, break redistributions, and schedule shifts as required.
• Conduct intraday reforecasting and staffing recalibration to maintain service level stability across voice, chat, email, and back-office queues.
• Maintain and enforce escalation protocols, issue tracking, and incident management processes during real-time events or performance breaches 

Schedule Governance

Collaborate with the forecasting team:

• Work closely with the forecasting team to optimize long-term staffing plans by aligning real-time insights, historical performance data, and projected call volumes to ensure accurate scheduling for upcoming weeks.
• Acting as the WFM SME in senior leadership discussions.

Create and maintain accurate agent schedules:

• Generate and update efficient agent schedules for future weeks, ensuring they align with forecasted call volumes, service level objectives (SLOs), and any other operational requirements. (4 weeks out minimum). 

Analyze staffing needs for future weeks:

• Regularly assess future staffing requirements, recommending adjustments to schedules and shifts to ensure adequate coverage and maximum resource utilization. 

Align training schedules with operations:

• Partner with the training team to ensure that training schedules are accurately planned and synchronized with operational demands to avoid potential staffing gaps during peak periods. 

Track trends in in-center and out-of-center shrinkage:

• Monitor shrinkage trends, including absenteeism, AHT, and other key operational metrics, and adjust future schedules to account for these factors and minimize their impact on service levels. 

Complete mailbox actions for live and future weeks:

• Ensure accuracy in associate schedules by reviewing and addressing mailbox actions related to both current and future weeks, making necessary adjustments to reflect changes in staffing or business needs. 

Produce leave analysis and ‘What-If’ scenarios:

• Generate leave analysis reports for upcoming weeks and create “What-If” scenarios to assess potential impacts of planned leave, unplanned absences, or other operational changes, supporting both client and internal scheduling needs. 

WFM Tool Maintenance:

• Update regular work rules. Restrictions to match internal requirements. 

Note: Additional role and responsibilities will apply given the dynamic shift in our business. 

Reporting

• Shrinkage reports
• Deviation Reporting
• Agent level reporting
• Feedback to Planning
• ID management (if required by client)
• Performance outlooks (Weekly)
• Handle additional responsibilities as assigned by Sr leaders within Foundever
• Additional reporting to be added should this become a requirement (Includes post day)

Data Analysis and Reporting

• Analyze call center data, including historical performance, call volume trends, and staffing metrics, to uncover insights and opportunities for process optimization.
• Prepare and deliver daily, weekly, and monthly reports highlighting key performance indicators (KPIs) such as service level, agent productivity, and schedule adherence. 
• Utilize data-driven insights to recommend strategies for enhancing operational efficiency, improving customer satisfaction, and meeting service level goals.
• Provide actionable recommendations for workforce scheduling improvements based on performance trends.
• Track and assess critical schedule performance metrics, such as adherence, utilization, and shrinkage.
• Offer recommendations for continuous performance optimization and ensure the alignment of staffing strategies with overall operational goals.
• Work closely with teams across Operations, Training, and Quality Assurance to ensure staffing and scheduling strategies are aligned with call center objectives.
• Facilitate communication and collaboration to address scheduling challenges and ensure optimal resource allocation.
• Stay informed on industry trends, best practices, and emerging technologies in workforce management.
• Actively contribute to continuous improvement initiatives and leverage new tools and processes to drive innovation in scheduling and workforce planning.
• Collaborate with leadership and cross-functional teams to develop and implement new scheduling processes, tools, and technologies aimed at enhancing scheduling efficiency, agent performance, and overall workforce planning 

KPI's

Service KPI's

• Service Level / ASA / Aban / Interval delivery and Compliance
• Line adherence / Staff Interval Compliance
• Call / Transaction Handling Capacity
• Adherence / Conformance
• Hours management
• As per client SOW

Efficiency KPI's

• Bill to Pay %
• Billable Hours Optimization
• Schedule Efficiency
• System Issue support
• Conformance /Adherence o Absence (operational support) 

Job Interactions

Inside Foundever

• Agents
• Coaches 
• Team Leader
• Operations Managers 
• Learning / HR

Reporting relationships

• Direct manager: WFM Director / Head of WFM Department / WFM Business Partner

Outside Foundever

• Client

Work Experience

• Proven experience working in a call center environment, with a deep understanding of operational workflows, customer service metrics, and call handling processes.
• Minium 3 years WFM Experience in Leadership Required
• Prior experience in Workforce Management (WFM) is a key requirement, with a focus on scheduling, forecasting, and capacity planning.
• Familiarity with WFM tools and strategies to optimize workforce efficiency is essential.
• Ability to work flexible shifts that align with client-specific operational windows, ensuring coverage during peak hours and meeting service level objectives. (EMEA based time zones /Multi Zone)
• Strong leadership and management attributes 

Other Qualification

Education:

• Higher education in a technical field, such as mathematics, statistics, operations research, or a related discipline, is highly desirable
• Certifications in Workforce Management, Scheduling, or other related fields are considered an asset.

Language:

• Proficiency in the local language is required for effective communication within the team and with clients. 

English Language Skills:

• Strong English communication skills (both written and verbal) are necessary to collaborate with global teams and report findings clearly.

Additional Languages (Optional):

• Proficiency in other languages is considered an asset, especially for multi-regional operations demonstrating proficiency in optimizing workforce processes.
• Advanced MS Excel Skills required Base requirement for role. (A Must Have)

Proficiency with Office Tools: 

• Familiarity with MS Word, PowerPoint, and Outlook for documentation, presentations, and communication. 

Experience with WFM Software:

• Experience using WFM tools such as IEX, Calabrio, Virent, CMS, Avaya, and other related platforms is highly advantageous.
• Knowledge of automation tools like VBA macros would be a strong asset to streamline workflows and enhance reporting efficiency. 

Foundever Values

Creativity

• Challenge actual delivery when it does not align with our plans.
• Implement initiatives to drive better customer experience and improve service delivery.

Commitment

• Ensure accuracy and integrity in all financial reporting to support operational decision making.
• Deliver proactive solutions to drive operational excellence.
• Optimize staffing plans to mitigate service impacts.

Value

• Add value by delivering PEAK OS standards across the WFM Cycle. 

Connection

• Be the best partner for Site Directors, Operations Managers and Coaches and Clients teams