Lead-WFM

Location: Pune   •   Experience: Senior Level   •   Openings: 1
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Job description

Job Title: Lead
Job Location: Pune
Work Model: Work from Office
Candidate Expectations
Total Experience and Relevant Experience-4 + years
Skills – WFM, RTA, Contact center operations
Education and Certification
Qualification: Any domains
Detailed Job Description
JD:
Lead end-to-end forecasting and capacity planning activities, including volume analysis, stakeholder inputs, trend evaluation, and scenario modeling.
Develop and maintain short-term and long-term forecasts aligned with business demand, operational goals, and service level requirements.
Build optimized staffing plans based on forecast outputs, capacity requirements, shrinkage assumptions, productivity targets, and operational constraints.
Monitor forecast accuracy, staffing utilization, and capacity gaps, and recommend timely reforecasting, recalibration, or mitigation actions.
Review, validate, and communicate key planning assumptions, risks, and dependencies to leadership, operations, and client stakeholders.
Provide actionable workforce insights on hiring needs, training plans, staffing risks, performance trends, and service level improvement opportunities.
Drive continuous improvement across forecasting, planning, scheduling, and workforce governance processes.
Support WFM transformation initiatives, including tool migration, automation, process standardization, and reporting enhancements.
Maintain accurate WFM process documentation, planning trackers, assumptions logs, and governance records to ensure consistency and audit readiness.
Analyze workforce performance data and operational metrics to support strategic planning, change management, and business reviews.
Provide backup support for scheduling oversight and team management activities when required
Key Skills
Extensive experience in Workforce Management, with strong exposure to forecasting, capacity planning, scheduling, and contact center operations.
Strong leadership experience in managing or supporting WFM teams in a global or multi-site environment.
Good understanding of BPO/contact center operations, performance metrics, workforce planning cycles, and operational governance.
Strong technical understanding of WFM calculations, including forecast accuracy, staffing requirements, shrinkage, occupancy, utilization, AHT, SLA, and FTE modeling.
Excellent analytical and problem-solving skills, with the ability to convert data into meaningful insights and business recommendations.
Strong stakeholder management, communication, and presentation skills.
Ability to manage multiple deliverables, timelines, and priorities while maintaining accuracy and attention to detail.
Strong documentation mindset with the ability to maintain process documents, assumptions logs, trackers, and governance records.