Workforce Management Manager

Premier NX


Date: 4 hours ago
City: Lahore
Contract type: Full time
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

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