WFM Manager – Capacity Planning & Back‑Office Operations

Role Summary
The WFM Manager is responsible for forecasting, capacity planning, and staffing for back‑office operations. The role ensures the right resources are available to meet SLAs, manage backlogs, and support business growth through accurate planning and strong operational partnership.

Key Responsibilities

Develop long‑term and short‑term capacity plans for back‑office processes.

Forecast volumes, productivity, and staffing needs using historical and current trends.

Create FTE plans based on AHT, shrinkage, backlog targets, and workload distribution.

Monitor backlog health and recommend actions to maintain SLA performance.

Partner with operations, HR, and finance on hiring, cross‑training, and resource allocation.

Track WFM KPIs such as forecast accuracy, utilization, and staffing variance.

Build and maintain dashboards/reports for...