Lead - WFM

Golden Opportunities; Pune District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Golden Opportunities in Pune, India seeks a seasoned Workforce Management lead with 4+ years of experience to drive forecasting and staffing strategy for a multi-site contact center. You will own end-to-end capacity planning, model scenarios, and align forecasts with service levels and business goals.

Role requires strong data analysis, stakeholder communication, and governance mindset. You will lead WFM initiatives, mentor teams, and ensure audit-ready documentation while optimizing performance

Qualifications

• 4+ years of total and relevant experience in WFM.
• Experience in forecasting, capacity planning and scheduling for contact centers.
• Experience in leading or supporting WFM teams.
• Knowledge of WFM metrics like forecast accuracy, occupancy, SLA.

Responsibilities

• 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.

Skills

Forecasting

Capacity planning

Scheduling

WFM

Contact center operations

Leadership

Stakeholder management

Data analysis

Performance metrics

Governance

Education

Any domains

Job description

Candidate Expectations

Total Experience and Relevant Experience-4 + years.

Skills - WFM, RTA, Contact center operations.

Education and Certification

Qualification: Any domains

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.