Job Summary

We are seeking a highly analytical and result-oriented Workforce Management (WFM) Lead to manage workforce planning, forecasting, capacity management, and reporting for a large-scale service desk/contact center operation. The ideal candidate should possess strong expertise in call volume forecasting, staffing optimization, scheduling, reporting automation, stakeholder management, and client-facing communication. The role requires advanced Excel skills, including VBA/Macro development, along with Tableau reporting capabilities.

Key Responsibilities:

Workforce Planning & Capacity Management

- Manage end-to-end workforce planning and resource capacity management.
- Develop short-term and long-term staffing plans based on forecasted demand.
- Analyze workload trends and recommend staffing strategies to achieve SLA and productivity targets.
- Conduct scenario planning and What-If analysis to support business decisions.

Forecasting & Scheduling

- Generate accurate call, ticket, email, and chat volume forecasts.
- Analyze historical trends and business drivers impacting workload.
- Develop staffing requirements using Erlang and workforce planning methodologies.
- Monitor forecast accuracy and continuously improve forecasting models.
- Support scheduling and intraday management activities.

Reporting & Automation

- Design and automate operational and management reports.
- Develop Excel VBA/Macros to automate recurring reports and dashboards.
- Create MIS reports, scorecards, performance dashboards, and executive summaries.
- Improve reporting efficiency through automation and process optimization.

Data Analytics & Dashboarding

- Develop and maintain Tableau dashboards for operational performance tracking.
- Analyze workforce, productivity, SLA, adherence, occupancy, and utilization metrics.
- Present actionable insights and recommendations to leadership teams.
- Support data-driven decision-making through advanced analytics.

Stakeholder & Client Management

- Act as the primary WFM point of contact for internal and external stakeholders.




- Participate in client governance meetings and workforce reviews.
- Present forecasts, staffing plans, capacity analysis, and performance insights to clients.
- Collaborate with Operations, HR, Training, Recruitment, and Business teams to align workforce plans.

Continuous Improvement

- Identify opportunities for process improvements and automation.
- Implement best practices in workforce planning and reporting.
- Drive efficiency initiatives to improve resource utilization and reduce operational costs.

Key Responsibilities

Technical Skills

- Strong expertise in Workforce Management and Capacity Planning.
- Hands-on experience in Calls/Contacts Forecasting and Staffing Models.
- Advanced Microsoft Excel skills including:
- Pivot Tables
- Power Query
- Advanced Formulas
- VBA Programming
- Macro Development
- Dashboard Creation

- Strong knowledge of Tableau Reporting and Dashboard Development.
- Experience with WFM tools such as Service Now, Avaya CMS, NICE, Verint, IEX, Genesys, Aspect, Calabrio, or similar platforms.
- Strong analytical and statistical problem-solving skills.

Business Skills

- Excellent client-facing and stakeholder management abilities.
- Strong presentation and communication skills.
- Ability to translate business requirements into workforce strategies.
- Experience managing multiple priorities in a quick-paced environment.
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Preferred Experience

- Experience working in large Contact Center, Service Desk, BPO, IT Support, or Customer Operations environments.
- Exposure to Global Workforce Management practices.
- Experience supporting voice, email, chat, and back-office operations.
- Knowledge of SLA management, shrinkage planning, occupancy, utilization, and productivity metrics.

Success Metrics

- Forecast Accuracy
- Capacity Utilization
- Schedule Adherence
- SLA Achievement
- Staffing Optimization
- Reporting Automation Effectiveness
- Client Satisfaction
- Operational Efficiency Improvement

Skill Requirements

Must Have Skill

NetSuite - Reporting and Search,Teamcenter Reporting and Analytics

Good to Have Skill

Other Requirements

📌 Sr Administrator (Support & Operations) (India)
🏢 HCLTech
📍 India