wfm

2 days ago


Mumbai, Maharashtra, India Sterling Full time ₹ 2,50,000 - ₹ 7,50,000 per year

As a Planning Analyst, you'll be the master of schedules and forecasts, ensuring resources are perfectly aligned with business demand. Your work will keep operations running smoothly while supporting employee satisfaction through well-planned shifts. This role is ideal for someone who combines analytical thinking with exceptional organizational skills.

Duties and Corresponding Tasks

1.     
Workforce Scheduling:

o  Develop and maintain accurate schedules to align staffing with predicted call volumes and workloads.

o  Allocate shifts and breaks in compliance with operational needs and labor regulations.

o  Manage shift swaps and time-off requests while ensuring adequate coverage.

2.     
Forecasting and Resource Planning:

o  Use historical and real-time data to refine forecasts and inform scheduling decisions.

o  Adjust staffing plans proactively to account for anticipated changes in workload or resource availability.

3.     
Real-Time Adjustments:

o  Monitor daily performance metrics and adapt schedules dynamically to meet Service Level Agreements (SLAs).

o  Collaborate with Real-Time Analysts to address unexpected absences or workload spikes.

4.     
Stakeholder Communication:

o  Coordinate with managers, team leads, and workforce management to discuss scheduling needs and challenges.

o  Inform team members promptly about updates or changes to their schedules.

5.     
Performance Monitoring:

o  Track adherence to schedules, including attendance, punctuality, and breaks.

o  Identify trends or issues (e.g., frequent tardiness or absenteeism) and report findings to management.

6.     
Reporting and Analysis:

o  Generate regular and ad-hoc reports on adherence, occupancy, and efficiency.

o  Analyze scheduling data to identify opportunities for improving accuracy and operational performance.

7.     
Compliance Management:

o  Ensure schedules align with organizational policies, labor laws, and employee contracts.

o  Monitor adherence to regulations regarding breaks, working hours, and overtime limits.

8.     
Employee Engagement:

o  Consider employee preferences and work-life balance when creating schedules, within operational constraints.

o  Address concerns or disputes related to scheduling in a fair and transparent manner.

9.     
Process Improvement:

o  Review scheduling processes regularly to identify inefficiencies or areas for enhancement.

o  Propose and implement process improvements to optimize resource utilization and reduce costs.

10. 
System Maintenance and Utilization:

o  Ensure workforce management systems and scheduling tools are up to date and functioning effectively.

o  Leverage advanced features of scheduling tools to automate repetitive tasks and enhance scheduling precision.

Requirements

  • 3–6 years of experience working as a Planning Analyst or in a workforce scheduling/forecasting role within a contact center.
  • Strong knowledge of workforce planning, scheduling, and forecasting processes in a contact center environment.
  • Hands-on experience with workforce management (WFM) tools such as Aspect, Alvaria, JEX, NICE, Verint, or Calabrio.
  • Proficiency in data analysis and reporting, including strong skills in Excel (pivot tables, formulas) or similar tools.
  • Solid understanding of contact center operations and performance metrics (e.g., Service Level, Occupancy, ASA).
  • Excellent organizational skills, attention to detail, and ability to manage multiple priorities.
  • Strong communication, negotiation, and conflict resolution abilities.
  • Preferred: experience in scenario modeling, understanding staffing cost implications, and planning across multiple channels.

  • WFM Scheduler

    8 hours ago


    Mumbai, Maharashtra, India Firstsource Full time ₹ 8,00,000 - ₹ 24,00,000 per year

    About the jobA RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our rightshore delivery model offers solutions covering the complete customer lifecycle...

  • MIS Executive- WFM

    2 days ago


    Navi Mumbai, Maharashtra, India Teleperformance (TP) Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Job Title: WFM MIS ExecutiveLocation: Mumbai / Work from OfficeDepartment: WFMSalary: Market standards, based on current CTCReports To: WFM Team LeaderJob Summary:The WFM MIS Executive is responsible for managing and analyzing workforce management data to support effective decision-making and optimize operational efficiency. This role involves maintaining...

  • WFM Scheduler-

    1 week ago


    Mumbai, Maharashtra, India Firstsource Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    About the jobA RP Sanjiv Goenka Group company. Firstsource is a leading provider of customized Business Process Management (BPM) services. We are trusted custodians and long-term partners to 100+ leading brands with a presence in the US, the UK, India, and Philippines. Our rightshore delivery model offers solutions covering the complete customer lifecycle...

  • Executive WFM

    1 week ago


    Mumbai, Maharashtra, India Jio Full time ₹ 8,00,000 - ₹ 24,00,000 per year

    Posted Date23 Sep 2025- Function/Business AreaCustomer Service- LocationMumbai- Job ResponsibilitiesThe purpose of this role is to manage respective transactional delivery of the WFM sub function- Education RequirementGraduate- Experience Requirement3 - 5 years- Skills & CompetenciesCross-function collaboration Domain knowledge of the sub function Eye for...

  • Executive WFM

    9 hours ago


    Mumbai, Maharashtra, India Jio Full time ₹ 1,04,000 - ₹ 1,30,878 per year

    Posted Date14 Jul 2025- Function/Business AreaCustomer Service- LocationMumbai- Job ResponsibilitiesThe purpose of this role is to manage respective transactional delivery of the WFM sub function- Education RequirementGraduate- Experience Requirement3 - 5 years- Skills & CompetenciesCross-function collaboration Domain knowledge of the sub function Eye for...

  • Senior WFM Manager

    2 days ago


    Navi Mumbai, Maharashtra, India Taskus Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Job Summary The Senior WFM Manager will lead the workforce management function to ensure optimal staffing, forecasting, scheduling, and real-time adjustments in support of operational goals. This role combines strategic oversight, analytics, process improvement, stakeholder collaboration, and people leadership to enhance service levels, cost efficiency, and...

  • Executive WFM

    12 hours ago


    Mumbai, Maharashtra, India Reliance Jio Infocomm Limited Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    Job Description Posted Date: 01 Oct 2025 Function/Business Area: Customer Service Location: Mumbai Job Responsibilities: The purpose of this role is to manage respective transactional delivery of the WFM sub function Education Requirement: Graduate Experience Requirement: years Skills & Competencies: Cross-function collaboration ...


  • Mumbai, Maharashtra, India Etraveli Group Full time

    Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and...

  • WFM Analyst

    2 days ago


    Mumbai, Maharashtra, India Sterling Full time ₹ 8,00,000 - ₹ 12,00,000 per year

    As a Planning Analyst, you'll be the master of schedules and forecasts, ensuring resources are perfectly aligned with business demand. Your work will keep operations running smoothly while supporting employee satisfaction through well-planned shifts. This role is ideal for someone who combines analytical thinking with exceptional organizational skills.Duties...

  • Senior Manager

    2 days ago


    Mumbai, Maharashtra, India Career Guideline Full time ₹ 10,40,000 - ₹ 2,50,00,000 per year

    Looking for candidatesonly from international BPO experience in Workforce management department.· Define and execute the departmental plans in alignment with Workforce Management strategy and client requirements.· Oversee the end-to-end WFM process cycle, including forecasting, scheduling, intraday management, and reporting, ensuring efficiency and...