Workforce Manager
Primary stack
Nice to have's
Job description
About the Position
Workforce Manager
Join our team as a Workforce Manager responsible for real-time monitoring, staffing, scheduling, and workforce planning to ensure service levels and operational efficiency for the bank’s contact center.
Responsibilities
- Monitor real-time call volumes, queues, and agent availability.
- Take corrective actions to maintain SLA and staffing alignment.
- Manage forecasting, scheduling, and shift planning.
- Track schedule adherence, shrinkage, occupancy, and productivity.
- Publish daily/weekly reports on performance, forecasting accuracy, and SL.
- Coordinate with Ops, HR, and Training on staffing and off-floor activities.
- Support WFM tools and maintain accurate data.
Requirements
- 2–4 years in Workforce Management/Real-Time Analysis (preferably in banking or BPO/contact center).
- Strong knowledge of WFM concepts: SLA, forecasting, scheduling, shrinkage.
- Experience with WFM tools (Jeera/ Genesys/etc.).
- Strong Excel and analytical skills.
- Good communication and ability to work in fast-paced environments.
About the Company
[Company description if present]
© Fintech Farm. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
About Fintech FarmWe are a UK fintech creating successful neobanks in emerging markets in partnerships with local traditional banks. The mission is to make banking services accessible, simple and fun to use worldwide and the goal is to launch neobanks in 50+ markets, serving 100m+ customers.Since our foundation in 2020, we’ve so far launched neobanks in Azerbaijan (2021), Vietnam (2023), Kyrgyzstan (2024) and India (2025), with 2m+ customers collectively and have more markets on the near horizon!Why Fintech Farm is a great place to beCustomers. We always go above and beyond to provide an amazing customer experience. And who said that banking has to be boring? We make our apps not just easy but fun to use.People. We have 250 employees and we’re all business partners in our company — each with stock options that give us a real stake in the business. As we grow and succeed, we all share in the upside. We work with strong individuals whom we empower and trust rather than micromanage. We always stay curious and open-minded.
More at Fintech Farm
All 39 rolesIN Payments Lead
Fintech Farm · India
Reconciliation Specialist
Fintech Farm · India
Customer Support Specialist
Fintech Farm · India
Credit Analyst - Operations and Support
Fintech Farm · India