We're Hiring | Workforce Management (WFM) Lead | Panchkula (Work from Office)
We're looking for an experienced Workforce Management (WFM) Lead to join our growing team. If you have a strong background in workforce planning, forecasting, and real-time operations within a BPO/Contact Center environment, we'd love to hear from you!
Key Responsibilities
Capacity Planning – Forecast staffing requirements based on business volume, historical trends, and service level targets.
Resource Planning – Develop short-term and long-term staffing plans to ensure optimal coverage across shifts and programs.
Real-Time Management (RTM) – Lead the RTM team, monitor intraday performance, manage queue health, and make real-time adjustments to achieve operational KPIs.
Forecasting & Performance Analysis – Analyze historical trends, productivity, shrinkage, occupancy, and business metrics to improve forecast accuracy and workforce efficiency.
Mandatory Requirements (Non-Negotiable)
Candidates must have hands-on experience in all four areas:
- Capacity Planning
- Resource Planning
- RTM Team Management
- Forecasting & Performance Analysis
Please note: Profiles missing experience in any one of the above areas will not be considered.
Preferred Qualifications
- 5+ years of Workforce Management experience in a BPO/Contact Center environment.
- Experience managing Chat Operations.
- Strong analytical, reporting, and stakeholder management skills.
- Proficiency in WFM tools and Advanced Excel.
Location: Panchkula (Work from Office)
Interested candidates, please send your updated resume to:
[email protected]
Subject Line: Application – WFM Lead
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Pay: ₹300,000.00 - ₹500,000.00 per year
Work Location: In person
