WFM Lead

Indihire Consultants

4 - 9 years

7 - 11 Lacs

hyderabad navi mumbai

Posted:2 weeks ago| Platform:

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Skills Required

workforce management capacity planning capacity management scheduling workforce planning

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Capacity Planning & Forecasting

Develop and maintain
long-term and short-term capacity plans
based on historical data, seasonality, business trends, and strategic initiatives.
Perform
forecasting of call volumes, workload, shrinkage, and staffing needs
using statistical models.
Work closely with operations and finance to align resource planning with budget and headcount targets.
Analyze actual performance vs. forecast and adjust models as necessary.

2. Scheduling & Resource Allocation

Create and manage agent
schedules
that align staffing to forecasted demand.
Ensure optimal coverage while minimizing costs and maximizing productivity and service level adherence.
Coordinate
shift bidding, overtime planning, and leave management
.

3. Real-Time Adherence & Intraday Management

Monitor
real-time performance and intraday trends
, adjusting staffing levels as needed.
Identify and address issues affecting service level, occupancy, or productivity in real-time.

Preferred candidate profile

4+ years

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