Workforce Services Specialist
3 days ago
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.
-
Workforce Compliance Specialist
7 days ago
Bengaluru, Karnataka, India Roku Full time ₹ 9,00,000 - ₹ 12,00,000 per yearTeamwork makes the stream work.Roku is changing how the world watches TVRoku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the...
-
Workforce Compliance Specialist
7 days ago
Bengaluru, Karnataka, India Roku Full time ₹ 4,00,000 - ₹ 8,00,000 per yearTeamwork makes the stream work.Roku is changing how the world watches TVRoku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the...
-
contingent workforce management
7 days ago
Bengaluru, Karnataka, India Teamware Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per yearDuties The Contingent Workforce Specialist will provide operational support to the Contingent Workforce Program team. This role will be responsible for managing daily program activities and will partner closely with Adobe internal teams, as well as our managed service provider. In addition to day-to-day support activities, this role will also drive our audit...
-
WFS specialist, Workforce Staffing
2 days ago
Bengaluru, Karnataka, India Amazon Full time ₹ 12,00,000 - ₹ 36,00,000 per yearAt 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...
-
SVP - Workforce management
3 days ago
Bengaluru, Karnataka, India Mancer Consulting Services Full time ₹ 20,00,000 - ₹ 25,00,000 per yearWe 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...
-
SR & Compliance Specialist, Workforce Staffing
2 weeks ago
Bengaluru, Karnataka, India Amazon Full time ₹ 15,00,000 - ₹ 25,00,000 per yearSR & compliance specialistOur mission is to be Earth's most customer-centric company. This is what unites Amazonians across teams and geographies as we are all striving to delight our customers and make their lives easier, one innovative product, service, and idea at a time.Workforce Staffing (WFS) manages Amazon's Tier 1 talent supply chain. We attract,...
-
Bengaluru, Karnataka, India Amazon Full time ₹ 12,00,000 - ₹ 36,00,000 per yearDESCRIPTIONSR & compliance specialistOur mission is to be Earth's most customer-centric company. This is what unites Amazonians across teams and geographies as we are all striving to delight our customers and make their lives easier, one innovative product, service, and idea at a time.Workforce Staffing (WFS) manages Amazon's Tier 1 talent supply chain. We...
-
Workforce Manager
2 days ago
Bengaluru, Karnataka, India Wipro Full time ₹ 5,00,000 - ₹ 8,00,000 per yearJob 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 Management Lead
7 days ago
Bengaluru, Karnataka, India Placewell Full time ₹ 15,00,000 - ₹ 25,00,000 per yearSkill required: Capacity Planning & Forecasting - Customer Acquisition Strategy & ImplementationDesignation: Workforce Services SpecialistQualifications: Any Graduation Years of Experience:7 to 11 yearsResponsibilitiesDevelop and maintain comprehensive capacity plans that align workload forecasts with staffing.Analyze historical run rates, efficiency...
-
Workforce Planning
1 day ago
Bengaluru, Karnataka, India Commonwealth Bank of Australia Full time ₹ 12,00,000 - ₹ 36,00,000 per yearOrganization: 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...