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Role Overview
We are seeking a dynamic and analytical Workforce Management (WFM) Executive to support forecasting, planning, scheduling, and real-time workforce optimization within a fast-paced contact center environment. The ideal candidate will play a critical role in ensuring operational efficiency, service level achievement, and effective resource utilization through data-driven workforce strategies.
Key Responsibilities
Forecasting & Workforce Planning
Analyze historical trends and business data to forecast call volumes, emails, and workload requirements.
Develop short-term and long-term staffing forecasts, including hiring and ramp-up plans.
Identify staffing gaps, revenue leakages, and operational risks, while recommending corrective actions.
Coordinate with Operations and Management teams to prepare effective hiring and capacity plans.
Scheduling & Optimization
Create and optimize employee schedules, including shifts, breaks, lunches, and off-phone activities.
Ensure schedules align with business requirements, employee availability, and service level targets.
Manage shrinkage factors such as training, meetings, leaves, vacations, and planned absences to maintain accurate staffing levels.
Oversee scheduling philosophy and discretionary activity planning including overtime and undertime management.
Intraday & Real-Time Management
Monitor real-time operational performance and schedule adherence.
Analyze interval data patterns (IDP) and workload fluctuations to ensure optimal staffing coverage.
Collaborate with the Real-Time Management team to improve operational efficiency on a daily basis.
Provide timely escalations to leadership regarding deviations from planned performance metrics.
Reporting & Performance Analysis
Generate and analyze workforce reports including service levels, Average Speed of Answer (ASA), adherence, occupancy, and staffing variances.
Track employee performance metrics and recommend process improvements.
Support operational decision-making through detailed reporting and actionable insights.
Ensure operational goals are achieved while maximizing efficiency and occupancy.
Additional Responsibilities
Contribute to continuous improvement initiatives within workforce management processes.
Perform other duties and assignments as directed by management.
Eligibility Criteria
2 - 4 years of relevant WFM experience in Forecasting, Planning, and Staffing within a contact center environment.
Graduate in any discipline.
Strong analytical and problem-solving skills.
Advanced proficiency in MS Office Suite, particularly Microsoft Excel.
Experience working in a dynamic and fast-changing call center environment.
Excellent communication and stakeholder management skills across multiple organizational levels.
Strong understanding of workforce metrics, operational planning, and business financial impact.
Pay: ₹450,000.00 - ₹700,000.00 per year
Benefits:
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
