WFM Forecaster / Senior WFM Forecaster (DM)

NLB Services; Gurugram District; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

NLB Services in Gurgaon seeks a WFM Forecaster to generate accurate volume forecasts and support workforce planning for contact center and back-office operations.

The role analyzes trends, seasonality and performance metrics to optimize staffing and ensure service levels, collaborating with multiple functions and driving forecasting improvements.

Qualifications

• Bachelor's degree required.
• 4–8 years of WFM experience; 3+ years in forecasting and planning.
• Proficiency in forecasting methodologies, capacity planning and data analysis.
• Experience with Excel features: Pivot Tables, Power Query, Power Pivot; VBA preferred.

Responsibilities

• Forecasting & capacity planning for daily, weekly, monthly and annual horizons.
• Prepare forecasting dashboards and executive reports; track variance and root cause.
• Partner with Operations, Finance, HR, Recruitment, and Client Services teams.
• Support staffing optimization and participate in business reviews.
• Improve forecasting models and automate reporting wherever possible.

Skills

Forecasting methods

Capacity planning

Erlang concepts

Data analysis

Education

Bachelor's degree

Tools

Pivot Tables

Power Query

Power Pivot

VBA

Job description

Role & responsibilities

Please share your CV at [e-mail]

Job Description (JD) Workforce Management (WFM)

Job Title - WFM Forecaster / Senior WFM Forecaster (DM)

Location

Gurgaon

Department

Workforce Management (WFM)

Reports To

Sr. Manager WFM Analytics

Job Summary

The WFM Forecaster is responsible for generating accurate short-term, mid-term, and long-term volume forecasts to support workforce planning and operational decision-making. The role involves analyzing historical trends, business drivers, seasonality, client requirements, and operational performance metrics to optimize staffing and ensure service level achievement across contact center or back-office operations.

Key Responsibilities

Forecasting & Capacity Planning

• Develop daily, weekly, monthly, and annual forecasts for workload volumes, AHT, and staffing requirements.
• Create long-range, budgetary, and strategic forecasts.
• Analyze historical trends and identify drivers impacting demand.
• Perform scenario modeling and what-if analyses for business planning.
• Maintain forecast accuracy within agreed organizational targets.

Analytics & Reporting

• Prepare forecasting dashboards and executive reports.
• Track forecast variance and conduct root cause analysis.
• Present findings and recommendations to operations and leadership teams.
• Establish forecasting methodologies and best practices.

Stakeholder Management

• Partner with Operations, Finance, HR, Recruitment, and Client Services teams.
• Support hiring plans based on capacity requirements.
• Participate in business reviews and planning meetings.
• Communicate risks, opportunities, and capacity constraints proactively.

Workforce Planning Support

• Collaborate with Scheduling and Real-Time teams.
• Support staffing optimization initiatives.
• Recommend workforce strategies to improve productivity and customer experience.

Continuous Improvement

• Improve forecasting models and assumptions.
• Automate reporting and forecasting processes where possible.
• Leverage statistical tools and WFM technologies for enhanced accuracy.

Required Qualifications

Education

• Bachelor's degree

Experience

Senior WFM Forecaster

• 4–8 years of WFM experience.
• Minimum 3+ years in forecasting and planning.

Technical Skills

Mandatory

• Forecasting methodologies (Time Series, Trend Analysis, Regression)
• Capacity Planning
• Erlang Concepts
• Advanced MS Excel
  • Pivot Tables
  • Power Query
  • Power Pivot
  • VBA (preferred)
• Data Analysis & Statistical Modeling

Preferred

• Power BI / Tableau
• Alvaria (Aspect)
• NICE IEX
• Genesys WFM