Workforce Management Manager (WFM) Collections

Key Responsibilities:

· Lead monthly and weekly manpower forecasting aligned to portfolio growth

· Develop predictive capacity models for each delinquency bucket

· Design bucket-wise workforce strategy and allocation

· Oversee real-time operational monitoring and queue governance

· Drive productivity benchmarks and occupancy improvement

· Plan shrinkage, attrition, and training buffers

· Align workforce during peak collection cycles

· Optimize manpower cost without impacting recovery targets

· Provide MIS reporting and workforce insights to leadership

Skills & Qualifications

· 6–10 years of WFM experience (collections preferred)

· Advanced Excel and reporting skills

· Knowledge of dialer systems and workforce tools

· Strong analytical and forecasting capability

· Understanding of delinquency lifecycle

· Leadership and cross-functional coordination ability

Position Title: Workforce Management (WFM) Manager – Collections

Department: Collections / Recovery Operations

Reporting To: Head – Collections

Location: Nahur