Lead-WFM - GO/JC/4537/2026

Golden Opportunities; Maharashtra; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Golden Opportunities in Pune, India, is seeking a Lead Workforce Management to own forecasting, capacity planning, and scheduling for a multi-site contact center. You will drive end-to-end forecasting, build staffing plans, track accuracy, and partner with operations and client stakeholders.

The role emphasizes data-driven insights, process governance, and continuous improvement, including WFM tool migration and reporting enhancements.

Qualifications

• Total Experience-4+ years in WFM
• Experience in forecasting, capacity planning, scheduling for contact centers
• Strong understanding of WFM metrics and governance

Responsibilities

• Lead end-to-end forecasting and capacity planning activities
• Develop and maintain short-term and long-term forecasts
• Build optimized staffing plans based on forecast outputs
• Monitor forecast accuracy, staffing utilization and capacity gaps
• Review and communicate planning assumptions to leadership and stakeholders
• Provide workforce insights on hiring, training, staffing risks and SLAs
• Drive continuous improvement across forecasting, planning, scheduling and governance
• Support WFM transformation initiatives including tool migration and reporting enhancements
• Maintain WFM documentation and governance records
• Analyze workforce performance data to support strategic planning and business reviews
• Provide backup support for scheduling oversight and team management

Skills

Forecasting

Capacity planning

Scheduling

Contact center operations

Leadership

Stakeholder management

Data analysis

Process documentation

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

• 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.