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Workforce Management (WFM) Manager

Job Description:

We are seeking an experienced and motivated Workforce Management (WFM) Manager to lead our WFM team at DPDzero. As the WFM Manager, you will be responsible for the overall management of the WFM team, including hiring, training, scheduling, goal setting, performance reviews, and billing. Your role will involve providing coaching and development to your team members, ensuring optimal forecasting and scheduling, and overseeing real-time management to meet service level goals.

Key Responsibilities:

  • Lead and manage the WFM team: Hire, train, and develop team members, set goals, prioritize work, and conduct performance reviews.
  • Provide coaching and development: Assess strengths and opportunities, give timely feedback, and motivate team members to optimize performance.
  • Optimize forecasting and scheduling: Ensure the scheduling function provides accurate forecasting and scheduling methods, strategies, and opportunities.
  • Real-time management: Oversee real-time oversight, taking appropriate action to meet service level goals and maximize efficiency.
  • Reporting and analytics: Oversee internal and external reporting and analytics for Member Services, providing actionable insights to stakeholders.
  • Subject matter expert: Act as a liaison for specific programs, coordinate with operations teams, and ensure consistent goal achievement.
  • Develop capacity plans: Create short- and long-term forecast/capacity plans and ensure sufficient staff availability during peak periods.
  • Identify operational opportunities: Analyze historical volume trends, handle time, and root cause to identify operational opportunities and implement action plans.
  • Contact Center Performance Reports: Review and analyze monthly, quarterly, and yearly Contact Center Performance Reports for stakeholders and distribute as required.
  • Other duties: Perform other related duties and assignments as required.

Key Skills & Knowledge:

  • Knowledge of Contact Center methodologies and operational principles.
  • 4-8+ years of experience in WFM functions (capacity planning, forecasting, scheduling, real-time management) in a multi-site contact center environment preferred.
  • Experience in managing teams.
  • Excellent interpersonal and written communication skills.
  • Strong quantitative and analytical skills – Able to analyze data and draw insights.
  • Proficient with Excel and other data analysis tools (pivot tables, SQL queries, etc.)
  • Strong working knowledge of Windows-based programs (Word, PowerPoint, Access, etc.)
  • Experience in managing Contact Center Billing.
  • High level of accuracy and attention to detail.
  • Innovative and able to influence others.
  • Familiarity with MS Office and Google tools like GSuite, Sheets & Data Studio.
  • Ability to simplify complex operations into repeatable processes.
  • Comfortable in a fast-paced environment.
  • Ability to make decisions in time-sensitive ambiguous situations.

About DPDzero

DPDzero builds the AI-first collections platform that lets lenders grow confidently while we take care of delinquency. We combine smart automation, a multilingual conversational voice agent, and disciplined field & telecalling execution to turn a difficult part of the lending lifecycle into measurable business impact. Our platform ties decisioning, outreach orchestration, and human-in-the-loop workflows into auditable, compliance-ready pipelines so partners can integrate us like core infrastructure.

We’re product-led and ops-backed: what you build here ships, scales, and changes real KPIs. That work isn’t just for engineers — account managers, operations specialists, compliance leads, and HR professionals all play a hands-on role in making experiments actionable and outcomes repeatable. At DPDzero you’ll collaborate across product, ML, and field teams to measure and improve things that matter (recovery rate, contact yield, compliance signals), not just ship features.

We’re backed by experienced investors and led by operators who have built India-scale fintech rails, so expect a high-ownership environment where impact is measured and rewarded. If you want a role where your day-to-day work directly moves company and partner outcomes — whether in product, sales, ops, or people — come help us expand credit access responsibly and at scale.