WFM Specialist

AIS business solution; Vadodara; On-site; INR 600,000 - 900,000; Full time

Job summary

AIS business solution is seeking a results-driven WFM Operations Manager to lead the daily operations of our Workforce Management team in Vadodara. You will oversee scheduling, capacity planning, and performance metrics to ensure smooth contact center functioning, accurate forecasting, and optimal staffing levels that meet business goals.

The role demands strong analytical and communication skills. You will develop and maintain relationships with clients to understand their needs and deliver

Qualifications

• 2–6 years of experience in WFM or related field such as contact center operations or customer service.
• Strong understanding of workforce management principles, including scheduling, capacity planning, and forecasting.
• Excellent client management skills with ability to build strong relationships with internal stakeholders.
• Proficiency in using technology-based tools for workforce optimization.

Responsibilities

• Manage daily operations of the Workforce Management (WFM) team, ensuring efficient scheduling and capacity planning.
• Develop and maintain strong relationships with clients to understand their needs and provide tailored solutions.
• Analyze data to identify trends, optimize processes, and improve overall performance metrics.
• Collaborate with cross-functional teams to implement changes that drive business growth.

Skills

WFM

Forecasting

Scheduling

Client management

Job description

Roles and Responsibilities :

• Manage daily operations of the Workforce Management (WFM) team, ensuring efficient scheduling and capacity planning.


• Develop and maintain strong relationships with clients to understand their needs and provide tailored solutions.


• Analyze data to identify trends, optimize processes, and improve overall performance metrics.


• Collaborate with cross-functional teams to implement changes that drive business growth.

Job Requirements :

• 2-6 years of experience in WFM or related field such as contact center operations or customer service.


• Strong understanding of workforce management principles, including scheduling, capacity planning, and forecasting.


• Excellent client management skills with ability to build strong relationships with internal stakeholders.


• Proficiency in using technology-based tools for workforce optimization.