Lead-WFM

Golden Opportunities; Maharashtra; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Golden Opportunities in Pune is seeking a Lead to drive forecasting and capacity planning for a global contact center. You will oversee end-to-end processes from volume analysis to scenario modeling, ensuring alignment with service levels and client expectations. Work from office in Pune.

The role demands 4+ years in WFM, strong leadership, and a solid understanding of WFM metrics. You will partner with operations to build staffing plans, monitor performance, and push for process improvements.

Qualifications

• Extensive experience in Workforce Management (WFM) with forecasting, capacity planning, scheduling and contact center operations.
• Strong leadership experience in managing or supporting WFM teams in a global or multi-site environment.
• Good understanding of BPO/contact center operations, performance metrics and governance.
• Strong technical understanding of WFM calculations including occupancy, SLA and FTE modeling.
• Excellent analytical and problem-solving skills with data-driven recommendations.

Responsibilities

• Lead end-to-end forecasting and capacity planning activities.
• Develop and maintain short-term and long-term forecasts aligned with business demand and SLAs.
• Build optimized staffing plans considering shrinkage, productivity targets and constraints.
• Monitor forecast accuracy, staffing utilization, capacity gaps and reforecast as needed.
• Review and communicate planning assumptions, risks and dependencies to leadership and clients.
• Provide actionable workforce insights on hiring, training, risks, performance trends and service level improvements.
• Drive continuous improvement across forecasting, planning, scheduling and governance.
• Support WFM transformation initiatives, tool migration, process standardization and reporting.

Skills

WFM forecasting

Capacity planning

Scheduling

Contact center ops

Stakeholder mgmt

Data insights

Education

Any domains

Job description

Job Title

Lead

Job Location

Pune

Work Model

Work from Office

Candidate Expectations

Total Experience and Relevant Experience-4 + years

Skills - WFM, RTA, Contact center operations

Education and Certification

Qualification: Any domains

Jd

Detailed Job Description

Lead end-to-end forecasting and capacity planning activities, including volume analysis, stakeholder inputs, trend evaluation, and scenario modeling.

Develop and maintain short-term and long-term forecasts aligned with business demand, operational goals, and service level requirements.

Build optimized staffing plans based on forecast outputs, capacity requirements, shrinkage assumptions, productivity targets, and operational constraints.

Monitor forecast accuracy, staffing utilization, and capacity gaps, and recommend timely reforecasting, recalibration, or mitigation actions.

Review, validate, and communicate key planning assumptions, risks, and dependencies to leadership, operations, and client stakeholders.

Provide actionable workforce insights on hiring needs, training plans, staffing risks, performance trends, and service level improvement opportunities.

Drive continuous improvement across forecasting, planning, scheduling, and workforce governance processes.

Support WFM transformation initiatives, including tool migration, automation, process standardization, and reporting enhancements.

Maintain accurate WFM process documentation, planning trackers, assumptions logs, and governance records to ensure consistency and audit readiness.

Analyze workforce performance data and operational metrics to support strategic planning, change management, and business reviews.

Provide backup support for scheduling oversight and team management activities when required

Key Skills

• Extensive experience in Workforce Management, with strong exposure to forecasting, capacity planning, scheduling, and contact center operations.
• Strong leadership experience in managing or supporting WFM teams in a global or multi-site environment.
• Good understanding of BPO/contact center operations, performance metrics, workforce planning cycles, and operational governance.
• Strong technical understanding of WFM calculations, including forecast accuracy, staffing requirements, shrinkage, occupancy, utilization, AHT, SLA, and FTE modeling.
• Excellent analytical and problem-solving skills, with the ability to convert data into meaningful insights and business recommendations.
• Strong stakeholder management, communication, and presentation skills.
• Ability to manage multiple deliverables, timelines, and priorities while maintaining accuracy and attention to detail.
• Strong documentation mindset with the ability to maintain process documents, assumptions logs, trackers, and governance records.