Workforce Management Specialist

7 hours ago

Vizag, Andhra Pradesh, India beBeeWorkforceManagement Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Workforce Management Professional

We are seeking a seasoned Workforce Management professional to partner with business stakeholders in optimizing workforce planning, scheduling, and capacity management.

This role involves acting as a strategic advisor to business leaders on staffing, productivity, and cost optimization while ensuring service level agreements (SLAs) are consistently met.

Key Responsibilities:

  • Act as the primary WFM point of contact for business leaders and client stakeholders.
  • Provide workforce insights, analysis, and recommendations to support strategic decision-making.
  • Translate business forecasts and plans into WFM strategies.
  • Workforce Planning & Forecasting:
    • Develop and maintain long-term, mid-term, and short-term capacity plans.
    • Forecast call volumes, workloads, FTE requirements, and staffing needs.
    • Work with Talent Acquisition and Training teams to align hiring and onboarding plans with forecast demand.
  • Scheduling & Optimization:
    • Design efficient schedules that balance service delivery, employee preferences, and cost.
    • Ensure optimal utilization of workforce across different lines of business.
    • Implement scheduling best practices to manage shrinkage, adherence, and occupancy.
  • Real-Time Management:
    • Oversee intraday management, real-time monitoring, and SLA adherence.
    • Drive corrective actions to maintain service levels, including overtime, cross-skilling, and load balancing.
    • Ensure smooth coordination with Operations during spikes and downtime.
  • Analytics & Reporting:
    • Generate and present performance dashboards, staffing reports, and variance analysis.
    • Provide actionable insights into workforce trends, attrition, absenteeism, and utilization.
    • Identify opportunities to enhance efficiency and reduce costs.
  • Team Management:
    • Lead and mentor a team of WFM analysts and real-time specialists.
    • Build capability within the WFM team to handle complex modeling and analytics.
    • Drive a culture of accuracy, timeliness, and business impact.

Requirements:

  • Proven experience in workforce management, preferably in a contact center environment.
  • Excellent analytical, problem-solving, and communication skills.
  • Ability to translate complex data into actionable insights.
  • Strong leadership and interpersonal skills.

Benefits:

  • Competitive salary and benefits package.
  • Ongoing training and development opportunities.
  • Collaborative and dynamic work environment.

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