Professional 2, Workforce Management Job Details

2 days ago

Chennai, Tamil Nadu, India Gainwell Technologies Full time ₹ 9,00,000 - ₹ 12,00,000 per year
Job Description

: Professional 2, Workforce Management

Date: Sep 19, 2025
Location: Bangalore, KA, IN, 560100; Chennai, TN, IN, 600032
Req ID: 32095
Work Mode: Remote India

Workforce Management (Forecasting)

Date:
Location: Remote India
Timing: Shift Timings - US Time (Shift timing 4.30pm-1.30am IST / 7.30am - 4.30am IST)
Req ID: 32095

A WFM (Workforce Management) short-term forecasting role is primarily responsible for predicting near-future staffing needs by analyzing historical data and current trends, allowing a company to accurately schedule employees to meet anticipated stakeholder demand within a short time frame, usually focusing on daily or weekly timeframes. Key responsibilities include monitoring call volume, average handle time, and other relevant metrics to generate accurate short-term forecasts, identifying potential fluctuations in demand, and adjusting staffing levels accordingly to optimize service levels while managing labor costs.

Skills and Qualifications for a WFM Short-Term Forecasting Role
  • Strong analytical skills and proficiency in data analysis techniques
  • Experience with workforce management software and forecasting tools
  • Excellent communication and collaboration skills to effectively communicate forecasts to stakeholders
  • Understanding of contact center operations and key performance indicators (KPIs)
  • Proficiency in Microsoft Excel and other data analysis tools
  • Ability to work under pressure and adapt to changing conditions
Role & Responsibilities

Data Analysis:
Regularly reviewing historical call volume data, stakeholder behavior patterns, and other relevant metrics to identify trends and patterns for accurate forecasting.

Forecasting Model Creation:
Utilizing WFM software to build and maintain short-term forecasting models, adjusting parameters based on current trends and seasonal fluctuations.

Intraday Adjustments:
Monitoring real-time call volume and service levels, making necessary adjustments to staffing schedules as needed throughout the day.

Communication and Collaboration:
Communicating forecast updates to operational teams, including supervisors and agents, to ensure proper staffing levels are maintained.

Performance Reporting:
Generating reports on forecasting accuracy, identifying areas for improvement, and proposing adjustments to forecasting methodologies.

Capacity Planning:
Assessing potential impacts of events like promotions or holidays on staffing requirements and adjusting forecasts accordingly.

Trend Analysis:
Identifying emerging trends in stakeholder demand and incorporating them into short-term forecasts.

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