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 mod
📌 WFM Forecaster (Gurugram)
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