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Lead/Manager- WFM
2 weeks ago
Job Title: Workforce Planning Manager/Lead (WFM)– Contact Center
Experience: 8 + Years
Industry: BPO / Contact Center / Customer Service Operations
About the Role
We are seeking an experienced Workforce Planning and Forecasting professional to join our contact center operations team. The ideal candidate will be responsible for developing accurate headcount forecasts, optimizing resource utilization, and ensuring alignment with business objectives. This role requires strong analytical capabilities, expertise in WFM tools, and collaboration with multiple stakeholders to effectively plan and manage staffing levels.
Key Responsibilities
- Develop and maintain headcount forecasts in alignment with operational and business goals.
- Partner with business leaders and stakeholders to understand resource requirements and implement workforce planning strategies.
- Utilize Workforce Management (WFM) tools to effectively plan schedules, allocate resources, and optimize Capacity while minimizing overtime and inefficiencies.
- Analyze performance metrics, identify trends, and recommend actionable solutions for improving workforce planning and utilization.
- Provide insights and reports to leadership to support informed decision-making and planning initiatives.
- Ensure adherence to policies and best practices in scheduling, forecasting, and capacity management.
- Support continuous improvement by identifying process gaps and implementing effective solutions.
Qualifications
- 8+ years of experience in capacity planning, headcount forecasting, or related roles in BPO, contact centers, or customer support environments.
- Candidate Should be open for night shifts
- Strong understanding of resource management and scheduling principles.
- Proficiency in Workforce Management tools (e.g. NICE, Verint, Teleopti, or other WFM platforms).
Interested Candidates please share your resume to WhatsApp)
