Manager - Workforce Management

About the role

Quantanite is hiring a Manager

Workforce Management to lead scheduling, staffing, and operational planning for client teams across multiple service verticals. This role oversees workforce optimization strategies and ensures that service delivery consistently meets established performance targets and contractual service level agreements. The Manager works closely with operations leads to align staffing levels with business demand and seasonal volume fluctuations. You will be based in Mumbai and report to the senior leadership team within the workforce management division, contributing to strategic decisions that shape how Quantanite deploys talent for its clients.

Key facts

What you'll do

• Lead the creation and maintenance of weekly and monthly workforce schedules for assigned client accounts and service lines.
• Monitor real-time staffing levels across all shifts and adjust rosters to match fluctuating service demand patterns throughout the month.
• Collaborate with operations managers and business leads to forecast headcount needs based on historical volume data and upcoming project timelines.
• Prepare and present detailed workforce utilization reports to internal stakeholders and client leadership on a weekly and monthly basis.
• Develop and enforce standard operating procedures for shift bidding, swap requests, and exception handling across the scheduling workflow.
• Coordinate with HR and recruitment teams to address gaps in staffing coverage and ensure smooth transition during peak periods.
• Analyze attendance, absenteeism, and absence trends to identify recurring issues and propose data-driven corrective actions for improvement.
• Manage and mentor a team of workforce analysts who support daily scheduling, capacity planning, and resource allocation activities.
• Drive continuous improvement initiatives to reduce overall labor cost while maintaining service quality standards and employee satisfaction levels.
• Interface regularly with client leadership to review workforce performance metrics, identify areas of concern, and recommend operational adjustments.
• Oversee the implementation of new workforce management processes and tools, ensuring minimal disruption to ongoing operations during transitions.
• Partner with finance teams to budget labor costs and track actual spending against forecasted workforce expenditure on a quarterly basis.

Requirements

• Bachelor's degree in business administration, operations management, or a related quantitative field is required for this position.
• Minimum of five years of progressive experience in workforce management, workforce planning, or a closely related operational role.
• Proven track record of managing and developing a team of analysts or coordinators within a service delivery environment.
• Strong proficiency in Microsoft Excel including advanced formulas, pivot tables, macros, and complex data modeling techniques.
• Demonstrated ability to interpret large workforce datasets and translate analytical findings into clear, actionable business recommendations.
• Excellent written and verbal communication skills for presenting complex scheduling information and performance metrics to diverse audiences.
• Hands-on experience working with workforce management software platforms such as Kronos, ADP, or equivalent enterprise scheduling systems.
• Willingness to work during overlapping hours with global client teams across different time zones when necessary.
• Familiarity with labor regulations and employment laws applicable to workforce scheduling and shift management in India.

Nice to have

• Familiarity with workforce analytics tools like Visier, Anaplan, or Tableau for building custom reports and interactive dashboards.
• Prior experience in the contact center or shared services industry vertical, particularly in workforce optimization roles.
• Certification in project management such as PMP or PRINCE2 is a valued addition to your qualifications.
• Exposure to labor law compliance and regulatory requirements for workforce scheduling and employment law in the Indian context.
• Experience with change management methodologies when rolling out new workforce planning processes or technology platforms across teams.

Skills & tools

• Workforce management software platforms including Kronos, ADP Workforce Now, or equivalent enterprise scheduling and time-tracking systems.
• Advanced Microsoft Excel skills with strong proficiency in data analysis, pivot tables, and visual data modeling techniques.
• Business intelligence tools such as Power BI or Tableau for creating interactive dashboards and workforce performance reports.
• ERP systems and HRIS platforms for managing comprehensive employee data, shift records, and attendance tracking information.
• Statistical analysis methods and forecasting techniques for predicting demand patterns and optimizing staffing models effectively.
• Project management methodologies and frameworks for coordinating cross-functional workforce planning initiatives across multiple client accounts.

Practical notes

• This is a full-time position based in the Mumbai office with standard business hours from Monday through Friday.
• Candidates should expect to work a fixed schedule with occasional weekend coverage during peak operational periods or system go-lives.
• The role requires regular interaction with both internal cross-functional teams and external client stakeholders on a daily basis.
• Quantanite offers a structured onboarding program and ongoing professional development opportunities for people managers and team leads.
• The hiring process includes a written assessment, two rounds of interviews, and a practical case study exercise.
• Relocation support is not available for this position as it is office-based in Mumbai, India.
• The expected notice period for joining is thirty days from the date of offer acceptance.