WFM Capacity Planning Specialists and Contact Center Agent Scheduling

4 days ago

Bengaluru, Karnataka, India White Horse Manpower Full time ₹ 8,00,000 - ₹ 16,50,000 per year

Hiring: WFM Scheduler (3–6 Years Exp.) | Salary: ₹6.5–8 LPA | Contact Center Agent Scheduling

Location:
[Specify if required]

Experience:
3–6 Years

CTC:
₹6.5–8 LPA

Job Description:

We are hiring a
Workforce Management Scheduler
responsible for
agent scheduling
within a large-scale contact center. The role ensures optimized schedules, adherence, and staffing to meet service level agreements (SLAs).

Hiring: WFM Capacity Planning Specialist | 4–10 Years Exp. | [Bangalore] | Upto 16.5L Salary
About the Role:

We are seeking an experienced
Workforce Management (WFM) – Capacity Planning Specialist
with strong expertise in building and managing capacity files for large-scale contact center/workforce operations. The role focuses on
forecasting, long-term planning, and creating capacity models
that align staffing with business needs.

Key Responsibilities:

  • Develop and maintain
    capacity planning models and files
    to support workforce optimization.
  • Analyze historical call volume trends, attrition, and productivity to project staffing requirements.
  • Create
    headcount and hiring plans
    aligned with forecasted workload.
  • Collaborate with finance, HR, and operations to align capacity planning with budget and business objectives.
  • Provide capacity-related insights to leadership for decision-making.
  • Ensure all models/files are accurate, scalable, and updated regularly.

Call , ,

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