52 Wfm Planning Jobs

Key Responsibilities Schedule Management: Develop and maintain work schedules for employees to meet the operational requirements and SLAs. Team Management: Fostering collaboration, providing clear goals, offering constructive feedback, and supporting continuous learning and development by upskilling the team of Real Time Analysts Staff Allocation: Allocate staff based on skill sets, availability, and business needs to ensure that the right resources are in place. Real-time Adjustments: Handle real-time scheduling adjustments and reallocate resources during peak periods or unforeseen circumstances. Compliance: Ensure that the schedules comply with labor laws, company policies, and contractual...

Responsible to manage real time performance First point of contact for all service-related escalations such as call routing, technical glitches, unscheduled absence RTQM, Intraday reporting ,AUX/ACW/BREAKS & SHIFTS Client Interaction Required Candidate profile Min. 2 years exp. as a WFM Analyst/RTA/MIS in a BPO Basics of WFM like SL,AL, abandoned etc. along with what if scenarios Definition of the KPI’s, matrix calculations Open to work in rotational Shifts

Key Responsibilities: Develop and maintain accurate workforce forecasts based on historical data, business trends, and planned events. Create and manage employee schedules to ensure adequate coverage for operational needs. Monitor real-time adherence and adjust staffing levels as needed to meet service level agreements (SLAs). Analyze workforce performance metrics and generate reports for management review. Collaborate with HR, operations, and other departments to address staffing challenges. Support workforce-related projects and process improvements. Use workforce management software and tools effectively. Manage leave planning, shift swaps, and other scheduling adjustments. Identify gaps ...

Role Title:WFM Analyst Location: Kolkata Immediate joinners Overview This role focuses on optimizing workforce planning, managing performance, and supporting operations within the utility or energy sector, using tools like Genesys and Salesforce. Required Candidate profile Key responsibilities include leading forecasting and scheduling activities, performing trend analysis, managing intraday performance, and monitoring outages.

Optimizing Workforce Efficiency with Smart Capacity Planning & IEX As a WFM Capacity Planner, I believe success starts with accurate forecasting, strategic staffing models, and the right tools like IEX — to bring it all together. From long-term headcount planning to intraday interval forecasting, I focus on aligning workforce supply with operational demand to drive both performance and service excellence. My key focus areas: Forecasting call volumes & workload Capacity planning across multiple lines of business Staffing optimization & shrinkage management Schedule modeling & real-time adjustments SLA & KPI alignment Proficient in WFM tools: IEX, NICE, Verint, Excel, SQL With IEX, I can build...

Role & responsibilities Call 7200550458, 9361349589, 7092982513 Responsible for day to day performance of CCC with regard to service level and resource planning across all segments and channels. Manage real time monitoring of service levels for all queues across markets and sites. Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals Communicate and call out changes to incoming contact patterns to operations and the broader WFM team Brings people along to embrace sustainable change to deliver desired change outcomes. Identifies and takes ownership of opportunities presented through ambiguous situations, generat...

As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details which includes availability, preferences and skills. What else? You will publish over/under snapshots, and create action plans that would either address any staffing gaps or minimize overages. You will be responsible for inputs in the online capacity plan tool in ensuring that the seating plan is accurate and adequate to meet operational needs. So, do you have what it takes to become a Workforce P...

As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details which includes availability, preferences and skills. What else? You will publish over/under snapshots, and create action plans that would either address any staffing gaps or minimize overages. You will be responsible for inputs in the online capacity plan tool in ensuring that the seating plan is accurate and adequate to meet operational needs. So, do you have what it takes to become a Workforce P...

As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details which includes availability, preferences and skills. What else? You will publish over/under snapshots, and create action plans that would either address any staffing gaps or minimize overages. You will be responsible for inputs in the online capacity plan tool in ensuring that the seating plan is accurate and adequate to meet operational needs. So, do you have what it takes to become a Workforce P...

As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details which includes availability, preferences and skills. What else? You will publish over/under snapshots, and create action plans that would either address any staffing gaps or minimize overages. You will be responsible for inputs in the online capacity plan tool in ensuring that the seating plan is accurate and adequate to meet operational needs. So, do you have what it takes to become a Workforce P...

Location: Gurgaon Min Exp: 3+ Years Availability: Immediate to 15 days Roles and Responsibilities RTA Monitor and manage service level agreements as per SOW of the process. Conduct RCA (root cause analysis) for SLA deviations (Intraday and EOD) and share the insights with (Ops/WFM) leadership for review in timely manner. Monitor Agent & Site level activities (real-time), schedules, Schedule adherence & shrinkage (in-Office and out of office). Effectively manage and Optimize Non-Productive activities, associates break to ensure no impact on SLA. Keep a track of exception Inputs shared by Operations to ensure they are accurately captured in reports and are kept handy for RCA (root cause analys...

Job Summary: The Workforce Real-Time Analyst is responsible for monitoring, analyzing, and reporting on real-time contact center performance to ensure service level goals are met. This role plays a critical part in managing intraday staffing, adherence, and queue performance, while collaborating with operations and workforce teams to optimize resource utilization. Key Responsibilities: Monitor real-time call volume, agent adherence, and service levels across multiple queues and channels. Take immediate action to mitigate service level risks, including re-skilling, overtime, voluntary time off (VTO), and other intraday adjustments. Communicate real-time performance updates and recommendations...

we are hiring Associate process Manager WFM for Mohali location Shift Timings - Flexible (24*7) Role Overview: Provide leadership and management to program staff and the primary care sector as it relates to workforce development. Contribute strategic development and partnerships relating to workforce development Provide leadership for the development of a workforce strategy Provide advice to internal stakeholders relating to workforce development Required Skills and Experience: Demonstrated people management experience. Experience working in the BPO industry including a sound understanding of the issues facing primary care workforce. Demonstrated ability to lead a project including developme...

As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details which includes availability, preferences and skills. What else? You will publish over/under snapshots, and create action plans that would either address any staffing gaps or minimize overages. You will be responsible for inputs in the online capacity plan tool in ensuring that the seating plan is accurate and adequate to meet operational needs. So, do you have what it takes to become a Workforce P...

As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details which includes availability, preferences and skills. What else? You will publish over/under snapshots, and create action plans that would either address any staffing gaps or minimize overages. You will be responsible for inputs in the online capacity plan tool in ensuring that the seating plan is accurate and adequate to meet operational needs. So, do you have what it takes to become a Workforce P...

As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details which includes availability, preferences and skills. What else? You will publish over/under snapshots, and create action plans that would either address any staffing gaps or minimize overages. You will be responsible for inputs in the online capacity plan tool in ensuring that the seating plan is accurate and adequate to meet operational needs. So, do you have what it takes to become a Workforce P...

As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details which includes availability, preferences and skills. What else? You will publish over/under snapshots, and create action plans that would either address any staffing gaps or minimize overages. You will be responsible for inputs in the online capacity plan tool in ensuring that the seating plan is accurate and adequate to meet operational needs. So, do you have what it takes to become a Workforce P...

Workforce Planning (RESOURCE / CAPACITY) Location : Gift City - GANDHINGAR Salary : 8-10 LPA Graduation not mandatory Experienced Required in WFM ,RTA , shrinkage management Cab facility provided Virtual Interview

Must have Min 4yrs exp in WFM. Min 2yrs in Capacity Planning and Scheduling from BPO Contact Center. Occupancy/ Headcount Calculations. Fluent in English US Shifts Call 8447780697 send CV monu@creativeindians.com

Key Responsibilities: Develop and maintain accurate workforce forecasts based on historical data, business trends, and planned events. Create and manage employee schedules to ensure adequate coverage for operational needs. Monitor real-time adherence and adjust staffing levels as needed to meet service level agreements (SLAs). Analyze workforce performance metrics and generate reports for management review. Collaborate with HR, operations, and other departments to address staffing challenges. Support workforce-related projects and process improvements. Use workforce management software and tools effectively. Manage leave planning, shift swaps, and other scheduling adjustments. Identify gaps ...

Role Overview We are seeking a Sr. Manager / Manager Helpline Support who will be responsible for leading and optimizing our helpline operations. The ideal candidate should bring strong expertise in Workforce Management (WFM) from the BPO segment, ensuring effective capacity planning, scheduling, and service delivery to meet SLAs. Key Responsibilities Lead day-to-day operations of the Buddy4Study helpline team, ensuring high-quality support delivery. Own and implement Workforce Management (WFM) processes including forecasting, scheduling, real-time monitoring, and capacity planning. Track performance against defined KPIs/SLAs (AHT, Service Level, Occupancy, Adherence, etc.). Develop and main...

At TTEC, we're all about the Human Experience. Elevated. As a Senior Specialist - Workforce Management Planning in Ahmedabad,you'll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. What You'll be Doing Have a passion to solve work puzzles Are you looking for an opportunity to experience something new each day In this role, you'll bring your creativity and individuality to make sure correct staffing is in placeand proper adjustments are madebased on the clients needs. With a passion to continuously improve processes, you'll analyze and comparestaffing and revenue reports from the pastt...

Roles and Responsibilities Manage day-to-day operations of the team, ensuring efficient scheduling and planning of resources. Develop and maintain accurate forecasts to ensure effective capacity planning and resource allocation. Collaborate with stakeholders to identify areas for improvement and implement process enhancements. Analyze data to optimize staffing levels, reduce costs, and improve customer satisfaction. Provide exceptional customer service by responding promptly to queries from customers. Desired Candidate Profile 0-3 years of experience in WFM Planning & Scheduling or related field (BPO/Call Centre). Strong understanding of Capacity Planning, RTA (Real-Time Analysis), and Sched...

As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details which includes availability, preferences and skills. What else? You will publish over/under snapshots, and create action plans that would either address any staffing gaps or minimize overages. You will be responsible for inputs in the online capacity plan tool in ensuring that the seating plan is accurate and adequate to meet operational needs. So, do you have what it takes to become a Workforce P...

As a Workforce Planner, you will coordinate with operations, clients, and client services to be able to gather all the relevant data related to forecasting and calculation of program requirements. Along with this, you will be in charge of maintaining a roster of staff with accurate employee details which includes availability, preferences and skills. What else? You will publish over/under snapshots, and create action plans that would either address any staffing gaps or minimize overages. You will be responsible for inputs in the online capacity plan tool in ensuring that the seating plan is accurate and adequate to meet operational needs. So, do you have what it takes to become a Workforce P...