Workforce Management Lead

Selections HR Services Private Limited; Pune District; Vor Ort; INR 350.000 - 550.000; Vollzeit

Zusammenfassung

Selections HR Services Private Limited in Pune district is seeking a Workforce Management (WFM) specialist to oversee forecasting, capacity planning, scheduling and staffing for our contact center operations.

You will build short- and long-term forecasts from historical data, develop optimized agent schedules, and monitor real-time metrics to ensure service levels are met. You will publish WFM MIS dashboards and collaborate with Operations, HR and Recruitment to align manpower with demand.

Aufgaben

• Manage end-to-end Workforce Management (WFM) activities including forecasting, capacity planning, scheduling and staffing.
• Prepare short-term and long-term forecasts based on historical volumes, trends, AHT, productivity and business requirements.
• Develop and manage agent/staff schedules to ensure optimum coverage and adherence to service levels.
• Monitor real-time operations, including staffing levels, queue volumes, service levels, occupancy and productivity.
• Perform capacity planning and identify staffing gaps, overstaffing and resource requirements.
• Track and analyze shrinkage, absenteeism, attrition, leave and utilization to support workforce planning.
• Prepare and publish WFM/MIS reports and dashboards covering productivity, SLA, staffing, utilization, adherence and performance.
• Work closely with Operations, HR, Recruitment and Business teams to align manpower requirements with demand.
• Identify workforce trends, variances and operational gaps and provide actionable insights to improve efficiency.
• Support intraday management, including real-time movement of resources based on business volumes and staffing requirements.

Jobbeschreibung

• Manage end-to-end Workforce Management (WFM) activities including forecasting, capacity planning, scheduling and staffing.
• Prepare short-term and long-term forecasts based on historical volumes, trends, AHT, productivity and business requirements.
• Develop and manage agent/staff schedules to ensure optimum coverage and adherence to service levels.
• Monitor real-time operations, including staffing levels, queue volumes, service levels, occupancy and productivity.
• Perform capacity planning and identify staffing gaps, overstaffing and resource requirements.
• Track and analyze shrinkage, absenteeism, attrition, leave and utilization to support workforce planning.
• Prepare and publish WFM/MIS reports and dashboards covering productivity, SLA, staffing, utilization, adherence and performance.
• Work closely with Operations, HR, Recruitment and Business teams to align manpower requirements with demand.
• Identify workforce trends, variances and operational gaps and provide actionable insights to improve efficiency.
• Support intraday management, including real-time movement of resources based on business volumes and staffing requirements.