It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Role Overview
We are looking for a strategic, data-driven Workforce Planning Specialist to own the forecasting and capacity planning function within our Workforce Management team.
This role is fully dedicated to planning excellence transforming demand signals into accurate forecasts, optimized headcount plans, and scalable capacity strategies that enable the business to meet customer demand efficiently and sustainably.
If you are passionate about analytics, scenario modeling, and building workforce strategies that influence executive decisions, this role offers high visibility and real impact.
________________________________________
Key Responsibilities
Demand Forecasting
Develop short-, mid-, and long-term forecasts using historical trends, seasonality, and business drivers
Partner with Commercial, Product, and Marketing teams to incorporate growth assumptions and campaign impacts
Continuously improve forecast accuracy through root cause analysis and model refinement
Maintain rolling forecasts aligned with financial planning cycles
Capacity & Headcount Planning
Translate demand forecasts into capacity requirements and hiring plans
Build and maintain headcount models (FTE calculations, productivity assumptions, shrinkage modeling)
Lead scenario planning and what-if modeling for growth, attrition, and demand fluctuations
Identify staffing gaps and recommend proactive hiring or efficiency strategies
Strategic Workforce Strategy




Align workforce plans with annual operating plans and budget targets
Support long-term workforce roadmaps and expansion strategies
Assess productivity trends and recommend structural improvements
Provide risk analysis on service levels, cost impact, and capacity constraints
Planning Governance & Reporting
Produce executive-level planning reports and dashboards
Present insights and recommendations to senior stakeholders
Establish planning standards, assumptions, and documentation processes
Track forecast accuracy, variance analysis, and planning KPIs
________________________________________
What You Bring
Experience & Expertise
37+ years in Workforce Planning, Capacity Planning, or Operational Analytics
Strong experience in high-volume contact center or operations environments
Deep understanding of forecasting methodologies (time-series, regression, trend analysis)
Experience building long-range capacity and financial workforce models
Technical Skills
Advanced Excel (complex formulas, modeling, scenario tools)
Experience with WFM platforms (e.g., Genesys, NICE, Verint, Calabrio)
Strong analytical mindset with data visualization experience (Power BI, Tableau, etc. preferred)
Competencies
Strategic thinker with strong commercial awareness
Excellent stakeholder management and influencing skills
Detail-oriented with solid governance discipline
Ability to simplify complex data into explicit, actionable recommendations

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! .

📌 Workforce Management Planner (India) (Mumbai)
🏢 Important Company of the Sector
📍 Mumbai