Workforce Services Specialist

3 days ago

Bengaluru, India VDart Software Services Full time

Job Title: Workforce Services Specialist
Skill Focus: Capacity Planning & Forecasting Customer Acquisition Strategy & Implementation
Qualifications: Any Graduate
Experience Required: 7–11 years

About the Role

We are looking for a Workforce Services Specialist with strong expertise in Capacity Planning & Forecasting to support customer acquisition strategies and implementation. This role involves developing accurate capacity plans, analyzing data trends, and aligning workforce supply with business demand to ensure optimal performance, efficiency, and customer satisfaction.

You will play a key role in partnering with cross-functional teams, influencing decision-making, and ensuring seamless execution of workforce strategies.

Key Responsibilities

  • Develop and maintain comprehensive capacity plans that align workload forecasts with staffing requirements.
  • Analyze historical run rates, efficiency assumptions, and shrinkage to model capacity needs across multiple lines of business.
  • Conduct scenario modeling to assess the impact of various business strategies, operational changes, or unexpected events.
  • Partner with Forecasting, Scheduling, and cross-functional teams to align capacity plans with hiring timelines, training schedules, and budget constraints.
  • Translate capacity models into actionable headcount and hiring plans, ensuring service level and efficiency goals are met.
  • Build and enhance capacity planning models and tools using advanced Excel and workforce management systems (e.g., NICE IEX, Genesys).
  • Identify and escalate capacity risks and propose mitigation strategies.
  • Manage supply versus demand gaps and communicate effectively with planning and operations stakeholders.
  • Provide executive-level reports and presentations with clear narratives, assumptions, and recommendations.
  • Mentor and support junior planners and schedulers, guiding them in optimizing schedules and minimizing customer impact.
  • Work closely with forecasting teams to understand demand planning and its effect on capacity planning.
  • Create process maps, SOPs, and working instructions for owned areas.

Required Skills & Experience

  • 5+ years of workforce management capacity planning experience, preferably in a contact center, sales, retail, or service operations environment.
  • Advanced proficiency in MS Excel; strong analytical and modeling skills.
  • Hands-on experience with workforce management systems such as NICE IEX, Genesys, or similar.
  • Strong knowledge of contact center KPIs (AHT, shrinkage, service level, occupancy) and their impact on workforce models.
  • Experience in budget planning and FTE forecasting.
  • Strong business acumen with the ability to link workforce metrics to operational and financial outcomes.
  • Excellent problem-solving, analytical, and decision-making abilities.
  • Exceptional communication skills — both verbal and written — with the ability to simplify complex data into actionable insights.
  • Ability to thrive in a dynamic environment, managing multiple priorities under tight deadlines.
  • Demonstrated leadership in managing small teams or initiatives.

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