Manager WFM
- Experience: 10 - 15 Years
- Location: Bangalore,Noida
Requisition Description
Requisition Description Manager WFM (Pre-Sales & POC Specialist) | FLOW WFMWe are hiring a seasoned Workforce Management (WFM) professional to drive pre-sales solutioning and Proof of Concept (POC) execution for the FLOW WFM platform. This role is fully focused on the pre-sales lifecycle and will not be involved in project delivery or implementation.The incumbent will work closely with prospective customers to understand business requirements, design WFM solutions, and deliver impactful demos and POCs that align with customer use cases. A key responsibility will be to own end-to-end POC execution, including requirement gathering, data understanding, defining success criteria, and presenting outcomes to stakeholders.The ideal candidate should have 1015 years of core WFM experience, with strong expertise in forecasting, capacity planning, scheduling, and real-time operations, along with deep understanding of WFM techniques, formulas, and contact center KPIs (SLA, occupancy, adherence, shrinkage).This role requires strong consultative, analytical, and communication skills, with the ability to engage with both business and technical stakeholders and effectively articulate solution value during the pre-sales cycle.Key Focus Areas:Customer requirement understanding and solutioning Customized demo preparation and delivery End-to-end POC ownership and success Data analysis and KPI-driven validation Collaboration with internal product/technical teams (pre-sales scope)
Roles and Responsibilities Job Title: Manager Workforce Management (WFM) | Pre-Sales & POC SpecialistProduct: FLOW WFM PlatformExperience: 1015 YearsLocation: Bengaluru/NoidaRole OverviewWe are seeking a seasoned WFM professional to lead pre-sales solutioning and Proof of Concept (POC) execution for the FLOW WFM platform. This is a purely pre-sales role, focused on understanding customer requirements, supporting technical team in solution design as per agreed success criteria, and delivering successful POCs.Note: This role does not involve project delivery, implementation, or post-sales execution.Key Responsibilities1.Customer Requirement UnderstandingEngage with prospective customers to understand business use cases, operational challenges, and WFM needsConduct detailed requirement discovery sessionsTranslate requirements into functional solution approaches using FLOW WFM2.Pre-Sales Solutioning & Demo DeliveryDesign and deliver customized product demonstrations aligned to customer use casesClearly articulate WFM concepts, solution capabilities, and business impactSupport sales teams in solution positioning and value articulation3.Proof of Concept (POC) Ownership (Core Responsibility)Own end-to-end POC lifecycle, including:oRequirement finalizationoData understanding and preparationoScenario configuration and executionDefine POC success criteria jointly with the customerDrive POC evaluations, insights, and outcome presentationsEnsure POC success leading to strong conversion outcomes4.Data & Business UnderstandingAnalyse customer data to align WFM models and scenariosEnsure output validation against defined success metricsProvide insightful recommendations based on POC results5.Internal Coordination (Pre-Sales Scope Only)Collaborate with product and technical teams for:oFeature alignmentoDemo/POC configurationsoFeasibility discussionsEnsure solution readiness for demos and POCs6.Stakeholder EngagementAct as a functional SME in all pre-sales interactionsEngage confidently with client stakeholders and decision-makersBridge communication between sales, product, and customer teamsExplicit Role BoundariesIn Scope: Pre-sales discussions, requirement gathering, demos, and POCsOut of Scope:oProject delivery / implementationoPost-sales supportoProgram or delivery managementRequired Experience & SkillsWFM Domain Expertise1015 years of core Workforce Management experienceStrong hands-on knowledge of:oForecasting (LTF/STF)oCapacity planningoScheduling & rosteringoReal-time managementWFM Techniques & Analytical StrengthDeep understanding of WFM formulas, models, and optimization techniquesAbility to translate operational problems into WFM solutionsOperational KPI ExpertiseStrong command over contact center KPIs:oService Level (SLA)oOccupancyoAdherenceoShrinkageAbility to map KPIs to solution outcomes during demos and POCsPre-Sales & Consulting SkillsProven experience in pre-sales / solution consulting rolesStrong ability to:oDeliver impactful demosoExecute successful POCsoInfluence customer decision-makingCommunication & Stakeholder SkillsExcellent presentation and articulation skillsAbility to simplify complex WFM concepts for business audiencesStrong stakeholder management capabilityPreferred QualificationsExperience with enterprise WFM platformsExposure to AI-driven WFM or analytics-led workforce optimizationBackground in BPM / contact center environmentsWhat Success Looks LikeHigh POC win rate and conversion to dealsStrong customer confidence built during pre-sales cycleClear alignment between customer requirements and proposed solutionRecognition as a trusted WFM functional expert in pre-sales
