WFM and Headcount Manager

Multiplier
Pune
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 6+ yearsSkills: ["Stakeholder management","Communication","Continuous improvement","Operating in ambiguity"]

Own end-to-end workforce planning for customer-facing support teams by forecasting demand across channels, translating volumes into capacity and headcount models, and optimizing scheduling across regions and shifts. Partner with Support Leadership, Finance, HR, Recruiting, Enablement, and QA to balance cost, service levels, and scalability. Build and maintain WFM dashboards, provide actionable insights, and standardize planning processes to improve automation and accuracy.

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FursaFursa
Multiplier
Multiplier
1 month ago

WFM and Headcount Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own end-to-end workforce planning for customer-facing support teams by forecasting demand across channels, translating volumes into capacity and headcount models, and optimizing scheduling across regions and shifts. Partner with Support Leadership, Finance, HR, Recruiting, Enablement, and QA to balance cost, service levels, and scalability. Build and maintain WFM dashboards, provide actionable insights, and standardize planning processes to improve automation and accuracy.
Location: Pune
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Own short- and long-term demand forecasting across support channels and translate volumes into capacity and headcount requirements.
  • •Build scenario models for growth, seasonality, launches, and incident-driven spikes.
  • •Own headcount planning, hiring plans, and staffing assumptions; track actuals vs plan and recommend adjustments.
  • •Design and optimize schedules across regions, shifts, and time zones while ensuring SLA coverage and balancing utilization and shrinkage.
  • •Build WFM dashboards and reporting, drive continuous improvement, and standardize planning methodologies and automation.

Pay and Benefits

Perks:Health InsurancePaid Leave

Key Requirements

  • •6–10+ years of experience in workforce management, capacity planning, or support operations.
  • •Strong experience managing headcount planning for customer support or CX organizations.
  • •Proven expertise in forecasting, staffing models, and scenario planning.
  • •Advanced analytical skills using Excel or Google Sheets, with BI tools preferred.
  • •Experience in ticketing, telephony, or omnichannel support environments.
Experience:6+ years
Skills:Stakeholder managementCommunicationContinuous improvementOperating in ambiguity
Tech Stack:ExcelGoogle Sheets

Company Brief

Multiplier
Provides a Global Human Platform (EOR, global payroll, contractor management and HRIS) that enables companies to hire, onboard, manage and pay teams in 150+ countries while ensuring local compliance and payroll processing.
Industry: HR Tech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 5M to 10M
Growth: Growth Stage Startup
Valuation: USD 250M to 500M
Funding: Series B
Headquarters: New York, United States
Founded: 2020
Glassdoor
Glassdoor: 4.3
WebsiteLinkedInGlassdoor