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

📌 Workforce Management (Panchkula)
🏢 TGS The Global Skills
📍 Panchkula