Specialist WFM Planning

Job Summary

We are looking for a Specialist WFM Planning to manage workforce planning activities, including forecasting, scheduling, capacity planning, and staffing requirements. The ideal candidate should have strong experience with Verint, excellent communication skills, and a solid understanding of Workforce Management (WFM) processes

Key Responsibilities

- Develop and maintain accurate forecasts based on historical trends, business requirements, and operational volumes.
- Prepare and manage workforce schedules to ensure optimal staffing and coverage.
- Perform capacity planning and identify staffing requirements based on forecasted demand.
- Monitor staffing levels and highlight potential understaffing/overstaffing situations.
- Utilize Verint WFM for forecasting, scheduling, reporting, and workforce planning activities.
- Analyze historical data, trends, shrinkage, productivity, and staffing patterns to improve forecast accuracy.
- Work closely with Operations, Real-Time Management, and other WFM teams to address staffing requirements.
- Provide regular WFM reports, insights, and recommendations to stakeholders.




- Support scenario planning for new business, volume fluctuations, ramp-ups, and operational changes.
- Ensure schedules are aligned with business requirements, service levels, and productivity targets.

Required Skills & Experience
- Experience in Workforce Management / Planning in a BPO/contact center environment.
- Strong hands-on experience with Verint WFM.
- Good understanding of:

o Forecasting o Scheduling o Capacity Planning o Staffing/Headcount Planning o Shrinkage and productivity o Service level and occupancy concepts
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Strong proficiency in MS Excel, including data analysis and reporting. • Ability to work with large datasets and translate data into actionable insights.
- Solid stakeholder management and coordination skills. Preferred Qualifications
- Bachelor's degree in any discipline.
- Prior experience supporting large-scale/contact-center operations.
- Experience working with WFM tools such as Verint is highly preferred.

📌 Specialist WFM Planning (Ahmedabad)
🏢 TTEC
📍 Ahmedabad