Workforce Management | WFM | Team Lead

1 week ago

Bangalore, India TOP MNC Full time

We are hiring for TOP MNC for Workforce Management- Capacity Planning & Forecasting.

Please Note - Must have strong experience in Capacity Planning & Forecasting.

Location - Bangalore

Experience - 8 - 16 Years

8- 16 Years- 14LPA (Assistant Manager)- People Management experience- added advantage

Notice Period - Immediate - 45 Days max.

Shift - UK Shift.

Please Note- Need to be flexible work from office all 5 Days.

Qualification- Graduate and postgraduate.

Skills Required

  • Workforce management Capacity planning, preferably in a contact centre or service/sales/retail operations environment.
  • Capacity planning, forecasting, Data science, Machine learning, time series)
  • Strong proficiency in Excel (e.g., pivot tables, charts, formulas).
  • Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys)
  • Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models.
  • Real sense of ownership and accountability to deliver against plan.
  • Good analytical and problem-solving skills, with attention to detail and accuracy.
  • Ability to forge positive, objective relationships with Client, Operations and Support teams.
  • Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities.
  • Must demonstrate perceptive, thorough and decisive approach to problem solving.

• Support implementation and optimization of WFM tools (e.g., NICE, Verint, IEX, Genesys) to enhance workforce planning and analytics.

Extensive experience in Capacity Planning and Forecasting.

• Strong in leadership role on a global set up

• Experience in working in WFM and/or in the BPO/Contact Centre Industry: A solid understanding of applicable performance metrics and data is necessary

• Working knowledge and technical understanding of WFM principles and calculations: This includes capacity planning, forecasting, and scheduling

• Excellent analytical skills: The ability to analyse data and make informed decisions

• Effective organizational and time management skills: The ability to manage multiple tasks and priorities efficiently

• Excellent oral and communication skills: The ability to effectively communicate with team members, clients, and other stakeholders

Interested candidates please share resume on below details

Support in building accurate forecasts based on historical trends and business inputs; manage Capacity planning efficiency to balance workload distribution.

• Identify inefficiencies in workforce management processes and propose automation or system enhancements to improve accuracy and efficiency.

Interested candidates please share resume on below details

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Call to: Asha G - / Amzad Ali -

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