Job Title: Workforce Management (WFM) Planner

Experience: 3+ Years

Location: Mohali (Work from Office)

Job Summary

We are looking for a WFM Planner with solid MIS experience to manage workforce planning, forecasting, scheduling, reporting, and real-time performance analysis to ensure optimal resource utilization.

Key Responsibilities
Prepare daily, weekly, and monthly workforce plans.
Create and maintain staffing forecasts and schedules.
Analyze historical trends and volume forecasts.
Publish MIS reports and performance dashboards.
Monitor adherence, shrinkage, occupancy, and productivity.
Coordinate with Operations to manage staffing requirements.
Generate operational reports using Excel and WFM tools.
Support capacity planning and resource optimization.
Prepare SLA and KPI reports for leadership.
Perform data analysis and recommend process improvements.

Required Skills




Solid expertise in Workforce Management.
Advanced MS Excel (Pivot Tables, VLOOKUP/XLOOKUP, INDEX-MATCH, Power Query preferred).
Experience with MIS reporting and dashboard creation.
Knowledge of forecasting, scheduling, capacity planning, and real-time management.
Robust analytical and problem-solving abilities.
Excellent communication and stakeholder management skills.

Preferred Qualifications
Graduate.
Experience with WFM tools such as Verint, NICE IEX, Calabrio, or similar platforms is preferred.
Experience in international BPO operations.

Pay: ₹35,000.00 - ₹50,000.00 per month

Benefits:
Commuter assistance
Food provided
Paid sick time
Paid time off
Provident Fund

Work Location: In person

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