Role & responsibilities

- Long term planning of each assigned business unit maintaining a rolling 18 month forecast and headcount requirements, In-Chair Occupancy, and Capacity / Staffing Plan across multiple communication channels (phone, email, chat).
- Prepare and deliver proposals, presentations, and cost benefit analysis for staffing recommendations.
- Coordinate coverage and completion of intra-day, daily, weekly, and monthly deliverables with short-term and real-time workforce management team members.
- Update queue and agent settings in Calabrio to align with changes with assigned business units.
- Maintain skilling matrix for each business unit assigned.
- Monitor profile requests to ensure forecast/performance impacts are tracked.
- Work with short-term and real-time workforce management team members to audit skilling, schedule requests, and ongoing task completion on a weekly basis.
- Serve as subject matter expert to assist with training new employees and assist team members with process questions.
- Research Workforce Management industry trends and best practices to recommend improvements to processes and procedures.
- Attend weekly meetings for each business unit assigned and present Capacity Plan on a monthly basis (or as requested).




- Work with strategic partners to enhance service delivery, drive efficiency, meet KPI and SLA expectations and leverage investments in technology.
- Other duties as assigned to support the general purpose of the positions function.

Preferred candidate profile

- Bachelor's Degree - Preferred
- 3 years of experience in Workforce Management, Long-term forecasting, Staffing Analysis, and Capacity Planning in a multi-channel setting.
- Possesses strong technical aptitude.
- Excellent interpretation of complex statistical data.
- Strong verbal communication and listening skills.
- Effective interpersonal skills.
- Excellent collaboration and team building skills.
- Excellent organizational skills.
- Ability to lead/manage others.
- Demonstrates project management skills.
- Develops and delivers effective presentations.
- SWPP Certification - Preferred

Role: Customer Success, Service & Operations - Other

Industry Type: IT Services & Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success, Service & Operations - Other

Education

UG: Any Graduate

PG: Any Postgraduate

📌 Sr Workforce Management Analyst (Bengaluru)
🏢 Acara Solutions
📍 Bengaluru