Workforce Management Planner (India)

Important Company of the Sector; India; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Important Company of the Sector seeks a strategic Workforce Planning Specialist to own forecasting and capacity planning within our Workforce Management team. The role focuses on turning demand signals into accurate forecasts and scalable headcount plans to meet customer demand efficiently.

You will drive scenario planning, governance, and reporting, partnering with Commercial, Product, and Marketing to align plans with business targets. This role offers high visibility and meaningful impact.

Qualifications

• 37+ years of experience in Workforce/Capacity Planning or Operational Analytics.
• Experience in high-volume contact center or operations environments.
• Strong forecasting knowledge: time-series, regression, trend analysis.
• Ability to build long-range capacity and financial workforce models.
• Advanced Excel modeling and scenario tools.
• Experience with Power BI or Tableau for data visualization.

Responsibilities

• Develop short-, mid-, and long-term forecasts using historical trends, seasonality, and drivers.
• Translate demand forecasts into capacity requirements and hiring plans; build headcount models.
• Lead scenario planning and what-if analysis for growth and attrition.
• Produce executive-level planning reports and dashboards; track KPIs and variance.

Skills

Workforce Planning

Capacity Planning

Operational Analytics

Contact center experience

Forecasting methodologies

Long-range capacity modeling

Tools

Excel

Genesys

NICE

Verint

Calabrio

Power BI

Tableau

Job description

Role Overview

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

We are looking for a strategic, data-driven Workforce Planning Specialist to own the forecasting and capacity planning function within our Workforce Management team.

This role is fully dedicated to planning excellence transforming demand signals into accurate forecasts, optimized headcount plans, and scalable capacity strategies that enable the business to meet customer demand efficiently and sustainably.

If you are passionate about analytics, scenario modeling, and building workforce strategies that influence executive decisions, this role offers high visibility and real impact.

Key Responsibilities

Demand Forecasting

• Develop short-, mid-, and long-term forecasts using historical trends, seasonality, and business drivers
• Partner with Commercial, Product, and Marketing teams to incorporate growth assumptions and campaign impacts
• Continuously improve forecast accuracy through root cause analysis and model refinement
• Maintain rolling forecasts aligned with financial planning cycles

Capacity & Headcount Planning

• Translate demand forecasts into capacity requirements and hiring plans
• Build and maintain headcount models (FTE calculations, productivity assumptions, shrinkage modeling)
• Lead scenario planning and what-if modeling for growth, attrition, and demand fluctuations
• Identify staffing gaps and recommend proactive hiring or efficiency strategies

Strategic Workforce Strategy

• Align workforce plans with annual operating plans and budget targets
• Support long-term workforce roadmaps and expansion strategies
• Assess productivity trends and recommend structural improvements
• Provide risk analysis on service levels, cost impact, and capacity constraints

Planning Governance & Reporting

• Produce executive-level planning reports and dashboards
• Present insights and recommendations to senior stakeholders
• Establish planning standards, assumptions, and documentation processes
• Track forecast accuracy, variance analysis, and planning KPIs

What You Bring

Experience & Expertise

• 37+ years in Workforce Planning, Capacity Planning, or Operational Analytics
• Strong experience in high-volume contact center or operations environments
• Deep understanding of forecasting methodologies (time-series, regression, trend analysis)
• Experience building long-range capacity and financial workforce models

Technical Skills

• Advanced Excel (complex formulas, modeling, scenario tools)
• Experience with WFM platforms (e.g., Genesys, NICE, Verint, Calabrio)
• Strong analytical mindset with data visualization experience (Power BI, Tableau, etc. preferred)

Competencies

• Strategic thinker with strong commercial awareness
• Excellent stakeholder management and influencing skills
• Detail-oriented with solid governance discipline
• Ability to simplify complex data into clear, actionable recommendations

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! .