Job Title Workforce Management Specialist Role & Responsibilities
• Strategic Forecasting & Modeling: Serve as a subject matter expert in contact center demand forecasting. Own the end-to-end forecasting lifecycle for multi-channel contact volume, Average Handle Time (AHT), and total workload. Apply advanced statistical methods (time-series, regression, Erlang modeling) to account for seasonality, product launches, billing cycles, and marketing campaigns. Develop robust scenario-planning variations to mitigate operational risk and evaluate the downstream staffing impact of policy or product shifts.
• Capacity Planning Strategy: Translate volume forecasts into full-time equivalent (FTE) requirements, providing long-term capacity guidance to talent acquisition and training teams to ensure staffing projections and new-hire cohorts align precisely with operational budgets. Conduct rigorous root-cause analyses on forecast variances, establishing transparent communication loops to adjust future baselines.
• Schedule Optimization & Roster Design: Serve as a subject matter expert in contact center staffing. Generate and optimize short
- to medium-term schedules across multi-channel environments (voice, chat, email, back-office). Match shift placement perfectly against arrival patterns provided by the forecasting team to minimize overstaffing and understaffing. Coordinate the strategic placement of non-productive activities, including team meetings, training sessions, 1-on-1s, and coaching blocks, to protect operational SLAs. Administer shift-bid processes, internal transfers, holiday scheduling,



and time-off allocation frameworks fairly and transparently.
• Shrinkage Management & Labor Compliance: Track, analyze, and manage shrinkage inputs (planned and unplanned absences, breaks, lunches) within the scheduling software. Ensure strict compliance with local labor laws, union regulations, overtime caps, and corporate HR scheduling policies across all regions. Deliver data-driven recommendations on optimal time-off windows and required overtime (OT) triggers to cushion operational risks.
• Workforce Automation: Assist the Workforce Planning Manager in the deployment of advanced workforce management tools and technologies, including AI and machine learning, to enhance forecasting practices. Own the configuration, performance, and maintenance of the forecasting engine within enterprise WFM platforms (e.g., NICE, Verint, Genesys, Assembled).
• People Strategy Alignment: Build workforce management practices that support the people agenda and the overall employee value proposition. Lead the development of the "Next Generation" workforce development practices in line with the change experience dynamics and employee expectations.
• Big Data: Utilize data analytics to drive continuous improvement in workforce planning, scheduling,



and performance management. Translate dense data visualizations and mathematical models into clear, actionable, executive-level insights for senior leaders. Implement data automation pipelines utilizing SQL, Python, or advanced business intelligence (BI) tools to streamline data aggregation and reporting.
• Collaboration: Work closely with cross-functional teams, including IT, HR, and Customer Service, to ensure seamless integration of workforce management practices. Collaborate closely with Experience Orchestration Center (EOC) Real-Time teams to ensure baseline assumptions are successfully converted into efficient weekly rosters.
• Innovation: Stay abreast of industry trends and best practices in workforce management and automation, and implement innovative solutions to enhance operational efficiencies.
• Performance Management: Develop and implement performance metrics and KPIs to monitor and improve workforce productivity and service quality. Skills & Qualifications Must-Have
• Tertiary educated with minimum 3 to 5 years of progressive Contact Centre experience in the Workforce management space.
• Highly evolved analytical skill with deep expertise in forecasting and staffing models.
• Excellent communication and interpersonal skills with strong people management skills.
• Solid Stakeholder and Change management skills. Preferred
• Well rounded skillset with demonstrable experience in Lean Six Sigma, Risk and Vendor Management.

Skills:
forecasting,wfm tools,workforce forecasting

📌 Workforce Planning Executive (Mumbai)
🏢 One Story
📍 Mumbai