Workforce Services Specialist

5 days ago

Bengaluru, Karnataka, India VDart Software Services Full time ₹ 8,00,000 - ₹ 15,00,000 per year

Job Title: Workforce Services Specialist

Skill Focus: Capacity Planning & Forecasting Customer Acquisition Strategy & Implementation

Qualifications: Any Graduate

Experience Required: 7–11 years

About the Role

We are looking for a Workforce Services Specialist with strong expertise in Capacity Planning & Forecasting to support customer acquisition strategies and implementation. This role involves developing accurate capacity plans, analyzing data trends, and aligning workforce supply with business demand to ensure optimal performance, efficiency, and customer satisfaction.

You will play a key role in partnering with cross-functional teams, influencing decision-making, and ensuring seamless execution of workforce strategies.

Key Responsibilities

  • Develop and maintain comprehensive capacity plans that align workload forecasts with staffing requirements.
  • Analyze historical run rates, efficiency assumptions, and shrinkage to model capacity needs across multiple lines of business.
  • Conduct scenario modeling to assess the impact of various business strategies, operational changes, or unexpected events.
  • Partner with Forecasting, Scheduling, and cross-functional teams to align capacity plans with hiring timelines, training schedules, and budget constraints.
  • Translate capacity models into actionable headcount and hiring plans, ensuring service level and efficiency goals are met.
  • Build and enhance capacity planning models and tools using advanced Excel and workforce management systems (e.g., NICE IEX, Genesys).
  • Identify and escalate capacity risks and propose mitigation strategies.
  • Manage supply versus demand gaps and communicate effectively with planning and operations stakeholders.
  • Provide executive-level reports and presentations with clear narratives, assumptions, and recommendations.
  • Mentor and support junior planners and schedulers, guiding them in optimizing schedules and minimizing customer impact.
  • Work closely with forecasting teams to understand demand planning and its effect on capacity planning.
  • Create process maps, SOPs, and working instructions for owned areas.

Required Skills & Experience

  • 5+ years of workforce management capacity planning experience, preferably in a contact center, sales, retail, or service operations environment.
  • Advanced proficiency in MS Excel; strong analytical and modeling skills.
  • Hands-on experience with workforce management systems such as NICE IEX, Genesys, or similar.
  • Strong knowledge of contact center KPIs (AHT, shrinkage, service level, occupancy) and their impact on workforce models.
  • Experience in budget planning and FTE forecasting.
  • Strong business acumen with the ability to link workforce metrics to operational and financial outcomes.
  • Excellent problem-solving, analytical, and decision-making abilities.
  • Exceptional communication skills — both verbal and written — with the ability to simplify complex data into actionable insights.
  • Ability to thrive in a dynamic environment, managing multiple priorities under tight deadlines.
  • Demonstrated leadership in managing small teams or initiatives.

  • SVP - Workforce management

    3 weeks ago

    Bengaluru, Karnataka, India Mancer Consulting Services Full time

    We are looking for 17+ yrs of experience in workforce management / HR Analytics for a leading global BFSI Organization. Key Responsibilities: Partner closely with Workforce Management, Talent Management, and Procurement teams to deliver integrated workforce solutions. Lead workforce optimization initiatives , balancing build, buy, borrow, and bot...

  • SVP - Workforce management

    3 weeks ago

    Bengaluru, Karnataka, India Mancer Consulting Services Full time

    We are looking for 17+ yrs of experience in workforce management / HR Analytics for a leading global BFSI Organization.Key Responsibilities:Partner closely with Workforce Management, Talent Management, and Procurement teams to deliver integrated workforce solutions.Lead workforce optimization initiatives, balancing build, buy, borrow, and bot strategies for...

  • SVP - Workforce management

    3 weeks ago

    Bengaluru, Karnataka, India Mancer Consulting Services Full time

    We are looking for 17+ yrs of experience in workforce management / HR Analytics for a leading global BFSI Organization.Key Responsibilities:Partner closely with Workforce Management, Talent Management, and Procurement teams to deliver integrated workforce solutions.Lead workforce optimization initiatives, balancing build, buy, borrow, and bot strategies for...

  • Service Writer

    3 hours ago

    Bengaluru, Karnataka, India Volt Workforce Solutions Full time ₹ 4,00,000 - ₹ 6,00,000 per year

    Company DescriptionWe suggest you enter details here.Role DescriptionThis is a full-time role for a Service Writer at Volt Workforce Solutions. The Service Writer will be responsible for handling day-to-day tasks including responding to customer inquiries, ensuring customer satisfaction, providing excellent customer service, and maintaining records of...

  • SVP - Workforce management

    4 days ago

    Bengaluru, Karnataka, India Mancer Consulting Services Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    We are looking for 17+ yrs of experience in workforce management / HR Analytics for a leading global BFSI Organization.Key Responsibilities:Partner closely with Workforce Management, Talent Management, and Procurement teams to deliver integrated workforce solutions.Lead workforce optimization initiatives , balancing build, buy, borrow, and bot strategies...

  • WFS specialist, Workforce Staffing

    2 days ago

    Bengaluru, Karnataka, India Amazon Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to make history.Amazon's Workforce Staffing (WFS) team is pioneering solutions to our toughest workforce...

  • Workforce Manager

    2 days ago

    Bengaluru, Karnataka, India Wipro Full time ₹ 5,00,000 - ₹ 8,00,000 per year

    Job description:We are seeking a seasoned Senior Workforce Manager to optimize our high-volume, fast-paced IT support environment through advanced pattern analysis and forecasting. This role focuses on identifying and analyzing predictable volume patterns to deliver precise staffing and scheduling recommendations. The ideal candidate will excel at...

  • Workforce Planning

    2 days ago

    Bengaluru, Karnataka, India Commonwealth Bank of Australia Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Organization: At CommBank, we never lose sight of the role we play in other people's financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets, and aspirations. Regardless of where you work within our organisation, your initiative, talent, ideas, and...

  • WFS specialist, Workforce Staffing

    5 hours ago

    Bengaluru, Karnataka, India Amazon Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    At Amazon, we are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to make history.Amazon's Workforce Staffing (WFS) team is pioneering solutions to our toughest workforce...

  • Workforce Planning

    3 weeks ago

    Bengaluru, Karnataka, India Commonwealth Bank Full time

    Job DescriptionOrganization:At CommBank, we never lose sight of the role we play in other people's financial wellbeing. Our focus is to help people and businesses move forward to progress. To make the right financial decisions and achieve their dreams, targets, and aspirations. Regardless of where you work within our organisation, your initiative, talent,...