WFM Planning Specialist & Senior Specialist

Company: TTEC
Location: Ahmedabad, Gujarat
Department: Workforce Management (WFM)

Total Openings: 5

- Specialist, WFM Planning – 3 Positions
- Senior Specialist, WFM Planning – 2 Positions

About the Role:

TTEC is looking for experienced Workforce Management professionals to join our WFM Planning team in Ahmedabad.

We are seeking candidates with hands-on experience in WFM Planning and Scheduling, preferably within a BPO/contact center setting. Candidates must have strong working knowledge of Verint WFM and should be comfortable managing schedules, staffing requirements and workforce planning activities.

The successful candidate will play a key role in ensuring optimum workforce utilization and maintaining the right staffing levels to support business and operational requirements.

Key Responsibilities

- Develop, maintain and optimize employee schedules based on forecasted volumes and staffing requirements.
- Use Verint WFM to create and manage employee schedules, shift patterns, activities and staffing plans.
- Analyze staffing requirements and identify potential understaffing or overstaffing situations.
- Ensure schedules provide appropriate coverage across required intervals and business hours.
- Manage scheduling requirements related to training, meetings, coaching, leave and other offline activities.
- Make schedule adjustments based on changing business and operational requirements.
- Support effective workforce utilization while maintaining required service levels.
- Analyze schedule adherence and identify opportunities for improvement.
- Work closely with Operations, RTA, Forecasting and other WFM stakeholders.
- Support capacity planning and staffing requirement analysis.




- Prepare and maintain WFM reports and dashboards.
- Analyze workforce data and provide actionable insights to stakeholders.
- Identify scheduling gaps, risks and opportunities and recommend appropriate solutions.
- Ensure WFM activities are completed accurately and within defined SLAs.
- Support ad-hoc reporting, analysis and workforce planning requirements.

Senior Specialist – Additional Responsibilities

In addition to the above responsibilities, Senior Specialists will:

- Independently manage complex WFM planning and scheduling requirements.
- Act as a subject matter expert for WFM Planning and Scheduling.
- Provide analytical insights and recommendations to WFM and Operations leadership.
- Support planning activities for large-scale contact center operations.
- Identify opportunities to improve staffing efficiency, utilization and workforce performance.
- Work closely with senior stakeholders to resolve complex workforce planning challenges.
- Support continuous improvement initiatives within WFM.
- Mentor and provide guidance to junior WFM team members where required.

Required Skills & Qualifications:

- Prior experience in Workforce Management, WFM Planning or WFM Scheduling in a BPO/contact center workplace.
- Hands-on experience with Verint WFM is mandatory.




- Strong understanding of workforce planning and scheduling concepts.
- Knowledge of forecasting, staffing requirements, shrinkage and capacity planning.
- Understanding of service level, occupancy, utilization and schedule adherence.
- Strong analytical and problem-solving abilities.
- Good working knowledge of MS Excel, including Pivot Tables, formulas, filters and data analysis.
- Strong communication and stakeholder management skills.
- Ability to work in a fast-paced and dynamic contact center environment.
- Willingness to work in rotational shifts, including weekends and holidays, based on business requirements.

Preferred Experience:

Candidates with experience in the following roles are encouraged to apply:

- WFM Scheduler
- WFM Planner
- WFM Planning Analyst
- WFM Specialist
- Senior WFM Specialist
- Workforce Management Analyst
- Workforce Planning Specialist

Experience supporting international/BPO contact center operations and managing schedules for large teams will be an added advantage.

What We’re Looking For

We are looking for professionals who are:

- Analytical and data-driven
- Strong in WFM planning and scheduling
- Experienced in Verint WFM
- Comfortable working with large volumes of data
- Strong in stakeholder communication
- Able to work independently and manage priorities
- Focused on accuracy, efficiency and operational performance

Join TTEC

Be part of a global organization and build your career in Workforce Management while working with experienced professionals and supporting large-scale customer experience operations.

TTEC Ahmedabad is hiring!

Total Vacancies: 5
3 – Specialist, WFM Planning
2 – Senior Specialist, WFM Planning

📌 WFM Planning Specialist & Senior Specialist (Ahmedabad)
🏢 TTEC
📍 Ahmedabad