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Workforce Manager

Date Posted: Sep 30, 2026
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Job Detail

  • location_on
    Location Kolkata, West Bengal, India
  • desktop_windows
    Job Type: Full Time/Permanent
  • schedule
    Shift:
  • analytics
    Career Level:
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Nov 14, 2026
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Job Description

Must Have Skills:
 
Service Level, Primary SLA commitment owned by WFM
Forecast Accuracy, Drives staffing, cost, and CX outcomes, Schedule Adherence, Critical for intraday control, Shrinkage Control
Monitor, Identify & Come Up with resolution
Influenced by multiple stakeholders
Occupancy / Utilization
Balanced against fatigue and attrition
Quarterly attrition and manage that hiring forecast
Strong Workforce Management (WFM) experience in an international contact process.
 
Good To Have Skills:
 
Good coordination and interpersonal skills along
Excellent command over English language since individual will need to speak with locals of different geography
 
Key Responsibilities:
Handle workforce management activities in an international contact center environment.
Work closely with operations teams, provide real-time and historical analysis, and drive operational performance.
Manage escalations related to service levels and real-time execution plans.
Generate performance reports, provide insights and recommendations based on performance trends.
Lead MI reporting activities and ensure reporting accuracy.
Drive staffing models, forecasting, budgeting, and workforce planning initiatives.
Develop dashboards, reports, and presentations for leadership teams.
Support quality tracking and operational improvement initiatives.
Experience in managing and mentoring WFM teams.
Excellent English communication skills (written and verbal).
Ability to work under pressure and manage multiple priorities.
Open to working in a 24x7 shift environment, weekends (business requirement), and from office.
 
Expertise in:

Service Level Management
Forecast Accuracy
Schedule Adherence
Shrinkage Control
Occupancy & Utilization Management
Hiring Forecast Planning
Strong reporting, analytical, and problem-solving skills.

 
Hands-on experience with:

IEX Tool
Erlang Modeling
MS Excel (Advanced)
Reporting Automation (Macros/AI)
 
Educational Qualification:

Full-time Education & Bachelor's/Graduate Degree.
 
Preferred Attributes:
 
Strong stakeholder management and interpersonal skills.
Leadership and critical thinking abilities.
Advanced understanding of business process analysis.
Excellent negotiation and time management skills.

About the role

  • Role: Manager
  • Qualifications: BACHELOR OF COMMERCE
  • Experience: 5 - 10 Years
  • Skills: WFM
  • Function: BUSINESS PROCESS SERVICES
  • Location: Kolkata
  • Apply by: 2026-11-22

Source: Tata Consultancy Services careers — Read the original posting and apply

This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.

Company Overview

Tata Consultancy Services
Tata Consultancy Services · Mumbai, Maharashtra, India
400 open roles

Tata Consultancy Services is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official com... Read More

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