Role & responsibilities

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Job Description (JD) Workforce Management (WFM)

Job Title - WFM Forecaster / Senior WFM Forecaster (DM)

Location

Gurgaon

Department

Workforce Management (WFM)

Reports To

Sr. Manager WFM Analytics

Minimum 3+ years in forecasting and planning.

Job Summary

The WFM Forecaster is responsible for generating accurate short-term, mid-term, and long-term volume forecasts to support workforce planning and operational decision-making. The role involves analyzing historical trends, business drivers, seasonality, client requirements, and operational performance metrics to optimize staffing and ensure service level achievement across contact center or back-office operations.

Key Responsibilities

Forecasting & Capacity Planning

- Develop daily, weekly, monthly, and annual forecasts for workload volumes, AHT, and staffing requirements.
- Create long-range, budgetary, and strategic forecasts.
- Analyze historical trends and identify drivers impacting demand.
- Perform scenario modeling and what-if analyses for business planning.
- Maintain forecast accuracy within agreed organizational targets.

Analytics & Reporting

- Prepare forecasting dashboards and executive reports.
- Track forecast variance and conduct root cause analysis.
- Present findings and recommendations to operations and leadership teams.




- Establish forecasting methodologies and best practices.

Stakeholder Management

- Partner with Operations, Finance, HR, Recruitment, and Client Services teams.
- Support hiring plans based on capacity requirements.
- Participate in business reviews and planning meetings.
- Communicate risks, opportunities, and capacity constraints proactively.

Workforce Planning Support

- Collaborate with Scheduling and Real-Time teams.
- Support staffing optimization initiatives.
- Recommend workforce strategies to improve productivity and customer experience.

Continuous Improvement

- Improve forecasting models and assumptions.
- Automate reporting and forecasting processes where possible.
- Leverage statistical tools and WFM technologies for enhanced accuracy.

Required Qualifications

Education

- Bachelor's degree

Experience

Senior WFM Forecaster

- 4-8 years of WFM experience.
- Minimum 3+ years in forecasting and planning.

Technical Skills

Mandatory

- Forecasting methodologies (Time Series, Trend Analysis, Regression)
- Capacity Planning
- Erlang Concepts
- Advanced MS Excel
- Pivot Tables
- Power Query
- Power Pivot
- VBA (preferred)

- Data Analysis & Statistical Modeling

Preferred

- Power BI / Tableau
- Alvaria (Aspect)
- NICE IEX
- Genesys WFM

Preferred candidate profile

📌 WFM Forecaster / Senior WFM Forecaster (DM) (Gurugram)
🏢 NLB Services
📍 Gurugram