WFM – Team Lead/Assistant Manager – Pune

Golden Opportunities; Maharashtra; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Golden Opportunities in Pune seeks an experienced WFM professional to lead workforce planning for back-office operations. You will shape capacity plans across short, mid, and long horizons, grounded in volume forecasts and business needs.

You will build and maintain advanced Excel models (including VBA) and manage large data sets with Access, Power Query, and Power Pivot. Collaboration with Operations and Finance will be essential.

Qualifications

• 4+ years of WFM experience required.
• Strong capacity planning and forecasting skills.
• Proficient in data analysis and reporting.

Responsibilities

• Manage workforce capacity and operational planning for back-office operations.
• Develop short-, mid-, and long-term capacity plans based on forecasts.
• Perform volume forecasting and trend analysis using Excel and historical data.
• Develop and maintain complex Excel planning models with VBA/Macros.
• Manage large datasets using MS Access, Power Query, and Power Pivot.
• Establish and revise Unit Times/AHT baselines using IQR.
• Monitor capacity, productivity, SLA, backlog, and staffing risks with data-driven mitigations.
• Create recovery plans for demand spikes and capacity shortfalls.
• Support operations during migrations and process changes via scenario analysis.
• Lead governance forums and present forecasts and capacity plans to stakeholders.
• Collaborate with Operations, Finance, and Leadership for sign-offs.
• Experience with Genesis, NICE WFM, Aspect eWFM, Verint, Teleopti, or Avaya Aura is a plus.

Skills

WFM

Forecasting

Capacity planning

Data analysis

Stakeholder management

Tools

MS Excel

MS Access

Power Query

Power Pivot

VBA Macros

Genesis / NICE WFM

Job description

Job title: - WFM - Team Lead/Assistant Manager - Pune

Candidate Specification & Job Description

• Candidates must have 4+ Years of experience in WFM.
• Responsible for workforce, capacity, and operational planning for back-office operations, ensuring demand and resource alignment.
• Develop short-, mid-, and long-term capacity plans based on volume forecasts, productivity, shrinkage, and business requirements.
• Perform volume forecasting and trend analysis using advanced MS Excel and historical operational data.
• Develop and maintain complex Excel planning models using formulas, Macros, and VBA automation.
• Manage and analyze large datasets using MS Access, database management, Power Query, and Power Pivot.
• Establish and revise Unit Times/AHT baselines using statistical techniques such as Interquartile Range (IQR).
• Monitor capacity, productivity, SLA, backlog, and staffing risks, providing data-driven recommendations and mitigation plans.
• Create operational recovery plans to manage demand spikes, capacity shortfalls, backlog, and productivity challenges.
• Support Operations during migrations, volume shifts, process changes, and productivity resets through scenario and impact analysis.
• Lead and participate in governance forums, presenting forecasts, capacity plans, risks, and performance insights to stakeholders.
• Partner with Operations, Finance, and Leadership to validate assumptions, drive alignment, and ensure planning sign-offs.
• Experience with WFM tools such as Genesis, NICE WFM, Aspect eWFM, Verint, Teleopti, or Avaya Aura will be an added advantage.

Flexible with Shift