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 workplace.
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.
Robust 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