WFM and Headcount Manager
PuneFull-time6–10 yrsPosted open since feb 2026
Senior operations role at Multiplier Technologies in Pune. Needs 6–10 years.
About the role
We are looking for a Workforce Management (WFM) & Headcount Manager to own end-to-end workforce planning for our customer-facing teams. This role is responsible for forecasting demand, capacity planning, headcount strategy, and staffing optimization across regions, shifts, and support channels.
What you'll do
- Workforce Planning & Forecasting
- Own short-term and long-term demand forecasting across channels (tickets, chat, calls, async support)
- Translate volume forecasts into capacity models and headcount requirements
- Build scenario models for growth, seasonality, launches, and incident-driven spikes
- Headcount Strategy & Governance
What you need
- Customer service
- Reporting
- Process improvement
- Demand planning
- Documentation
Good to have
- Excel