Workforce Services Specialist

4 weeks 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.

  • Contingent Workforce Specialist

    2 weeks ago

    Bengaluru, India Trigent Software Private Limited Full time

    Duties The Contingent Workforce Specialist will provide operational support to the Contingent Workforce Program team. This role will be responsible for managing daily program activities and will partner closely with internal teams, as well as our managed service provider. In addition to day-to-day support activities, this role will also drive our...

  • Contingent Workforce Specialist

    2 weeks ago

    Bengaluru, India Trigent Software Private Limited Full time

    Duties The Contingent Workforce Specialist will provide operational support to the Contingent Workforce Program team. This role will be responsible for managing daily program activities and will partner closely with internal teams, as well as our managed service provider. In addition to day-to-day support activities, this role will also drive our audit...

  • Customer Service Workforce Planner

    2 weeks ago

    Bengaluru, India Travix Full time

    **About Travix** The aim for the Workforce Planner is to efficiently align staff to demand in all our Customer Service and Excellence Centers globally. Perform trends analysis on all our channels and use this data to plan and maintain the required Service levels. Support the Traffic managers and if needed, proactively take corrective action and intervene to...

  • Workforce Compensation Specialist

    2 weeks ago

    Bengaluru, India Ignisov Consulting Services Full time

    We have a Contract Position. below are the details. Interested candidates, share your resume with recruiter@ignisov.comJob Role: Oracle Cloud HCM Consultant – Oracle Talent Management Job Type: Contract Job Location: Bangalore/HyderabadExperience: 6-8 years Notice Period: Immediate to 30 DaysEmail: recruiter@ignisov.comJob Description:Candidate should have...

  • Workforce Compliance Specialist

    7 hours ago

    Bengaluru, Karnataka, India Roku Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Teamwork makes the stream work.Roku is changing how the world watches TVRoku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the...

  • Digital Solution Area Specialists- AI

    2 weeks ago

    Bengaluru, India Microsoft Full time

    Overview Do you enjoy working on a high-performing, fast-paced sales team? Are you insatiably curious and do you lean into uncertainty, take risks, and learn quickly from your mistakes?If so, we are looking for you! At Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, AI-powered global sales team—one that is deeply connected to...

  • Workforce Compliance Specialist

    2 hours ago

    Bengaluru, Karnataka, India Roku Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Teamwork makes the stream work.Roku is changing how the world watches TVRoku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the...

  • contingent workforce management

    11 hours ago

    Bengaluru, Karnataka, India Teamware Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Duties The Contingent Workforce Specialist will provide operational support to the Contingent Workforce Program team. This role will be responsible for managing daily program activities and will partner closely with Adobe internal teams, as well as our managed service provider. In addition to day-to-day support activities, this role will also drive our audit...

  • People Partner

    7 days ago

    Bengaluru, India GE HealthCare Full time

    Job Description Job Description Summary This role blends strategic HR partnering for manufacturing operations with specialized oversight of contract workforce management. This role supports white-collar employees across multiple manufacturing sites and leads high-volume contractor operations across diverse business units and geographies. As a People Partner,...

  • Workforce Restructuring Specialist

    2 weeks ago

    Bengaluru, India Mphasis Full time

    We are seeking a seasoned HR professional with deep expertise in managing large-scale global rebadging and workforce transitions. In this role, you will be responsible for leading and executing complex employee transfer processes across geographies, ensuring compliance with local labor laws, alignment with business objectives, and a seamless employee...