Lead/Manager- WFM (Capacity Planner & Forecasting)

Golden Opportunities; Bangalore Rural; On-site; INR 10,00,000 - 15,00,000; Full time

Job summary

A leading BPO firm in Bangalore is looking for a Workforce Planning Manager/Lead to enhance contact center operations. The ideal candidate should possess over 8 years of experience in capacity planning and WFM tools. This role involves developing headcount forecasts, managing resources effectively, and collaborating with stakeholders for operational alignment. If you're analytical and ready for night shifts, apply now!.

Qualifications

• 8+ years of experience in capacity planning or related roles.
• Open to night shifts.
• Strong understanding of scheduling principles.

Responsibilities

• Develop and maintain headcount forecasts in alignment with operational goals.
• Partner with business leaders to implement workforce planning strategies.
• Utilize WFM tools to optimize capacity and reduce inefficiencies.
• Analyze metrics and recommend solutions for workforce utilization.

Skills

Analytical capabilities

Resource management

WFM tools proficiency

Tools

NICE

Verint

Teleopti

Job description

Overview

Job Title: Workforce Planning Manager/Lead (WFM) – Contact Center

Experience: 8+ Years

Industry: BPO / Contact Center / Customer Service Operations

About the Role

We are seeking an experienced Workforce Planning and Forecasting professional to join our contact center operations team. The ideal candidate will be responsible for developing accurate headcount forecasts, optimizing resource utilization, and ensuring alignment with business objectives. This role requires strong analytical capabilities, expertise in WFM tools, and collaboration with multiple stakeholders to effectively plan and manage staffing levels.

Key Responsibilities

• Develop and maintain headcount forecasts in alignment with operational and business goals.
• Partner with business leaders and stakeholders to understand resource requirements and implement workforce planning strategies.
• Utilize Workforce Management (WFM) tools to effectively plan schedules, allocate resources, and optimize Capacity while minimizing overtime and inefficiencies.
• Analyze performance metrics, identify trends, and recommend actionable solutions for improving workforce planning and utilization.
• Provide insights and reports to leadership to support informed decision-making and planning initiatives.
• Ensure adherence to policies and best practices in scheduling, forecasting, and capacity management.
• Support continuous improvement by identifying process gaps and implementing effective solutions.

Qualifications

• 8+ years of experience in capacity planning, headcount forecasting, or related roles in BPO, contact centers, or customer support environments.
• Candidate Should be open for night shifts
• Strong understanding of resource management and scheduling principles.
• Proficiency in Workforce Management tools (e.g. NICE, Verint, Teleopti, or other WFM platforms).

Interested Candidates please share your resume to9363485244 (WhatsApp)