Job Description

Job Summary

We are seeking a highly analytical and result-oriented Workforce Management (WFM) Lead to manage workforce planning, forecasting, capacity management, and reporting for a large-scale service desk/contact center operation. The ideal candidate should possess strong expertise in call volume forecasting, staffing optimization, scheduling, reporting automation, stakeholder management, and client-facing communication. The role requires advanced Excel skills, including VBA/Macro development, along with Tableau reporting capabilities.

Key Responsibilities:

Workforce Planning & Capacity Management

• Manage end-to-end workforce planning and resource capacity management.
• Develop short-term and long-term staffing plans based on forecasted demand.
• Analyze workload trends and recommend staffing strategies to achieve SLA and productivity targets.
• Conduct scenario planning and What-If analysis to support business decisions.

Forecasting & Scheduling

• Generate accurate call, ticket, email, and chat volume forecasts.
• Analyze historical trends and business drivers impacting workload.
• Develop staffing requirements using Erlang and workforce planning methodologies.
• Monitor forecast accuracy and continuously improve forecasting models.
• Support scheduling and intraday management activities.

Reporting & Automation

• Design and automate operational and management reports.
• Develop Excel VBA/Macros to automate recurring reports and dashboards.
• Create MIS reports, scorecards, performance dashboards, and executive summaries.
• Improve reporting efficiency through automation and process optimization.

Data Analytics & Dashboarding

• Develop and maintain Tableau dashboards for operational performance tracking.
• Analyze workforce, productivity, SLA, adherence, occupancy, and utilization metrics.
• Present actionable insights and recommendations to leadership teams.
• Support data-driven decision-making through advanced analytics.

Stakeholder & Client Management

• Act as the primary WFM point of contact for internal and external stakeholders.
• Participate in client governance meetings and workforce reviews.
• Present forecasts, staffing plans, capacity analysis, and performance insights to clients.
• Collaborate with Operations, HR, Training, Recruitment, and Business teams to align workforce plans.

Continuous Improvement

• Identify opportunities for process improvements and automation.
• Implement best practices in workforce planning and reporting.
• Drive efficiency initiatives to improve resource utilization and reduce operational costs.

Key Responsibilities

Technical Skills

• Strong expertise in Workforce Management and Capacity Planning.
• Hands-on experience in Calls/Contacts Forecasting and Staffing Models.
• Advanced Microsoft Excel skills including:
• Pivot Tables
• Power Query
• Advanced Formulas
• VBA Programming
• Macro Development
• Dashboard Creation
• Strong knowledge of Tableau Reporting and Dashboard Development.
• Experience with WFM tools such as Service Now, Avaya CMS, NICE, Verint, IEX, Genesys, Aspect, Calabrio, or similar platforms.
• Strong analytical and statistical problem-solving skills.

Business Skills

• Excellent client-facing and stakeholder management abilities.
• Strong presentation and communication skills.
• Ability to translate business requirements into workforce strategies.
• Experience managing multiple priorities in a fast-paced environment.
• .

Preferred Experience

• Experience working in large Contact Center, Service Desk, BPO, IT Support, or Customer Operations environments.
• Exposure to Global Workforce Management practices.
• Experience supporting voice, email, chat, and back-office operations.
• Knowledge of SLA management, shrinkage planning, occupancy, utilization, and productivity metrics.

Success Metrics

• Forecast Accuracy
• Capacity Utilization
• Schedule Adherence
• SLA Achievement
• Staffing Optimization
• Reporting Automation Effectiveness
• Client Satisfaction
• Operational Efficiency Improvement

Skill Requirements

Other Requirements