WFM-Schedular and Forecaster

Job Summary:

WFM Forecasting & Scheduling Manager

Roles and Responsibilities:

• Analyse historical data and business trends to develop accurate volume forecasts across all supported channels (voice, chat, email, etc.).
• Create short-term and long-term forecasts for workload, headcount, and staffing requirements.
• Build and maintain optimal agent schedules to meet forecasted demand and service level targets.
• Conduct "what-if" analysis to assess the impact of shrinkage, absenteeism, shift changes, and other factors on staffing and coverage.
• Partner with operations teams to gather input on business assumptions, upcoming events, and staffing changes.
• Monitor forecast accuracy and recommend adjustments as needed to optimize resource utilization.
• Provide daily, weekly, and monthly reporting on forecast vs. actual performance, schedule efficiency, and adherence to staffing plans.
• Use the WFM tool (e.g.,

  Genesys WFM

  mandatory) to develop, publish, and manage schedules.
• Support new hire onboarding plans and manage capacity planning inputs for business growth or change initiatives.

Mandatory Skills:

• Hands-on experience with Genesys WFM or other workforce management tools (e.g., NICE IEX, Verint).
• Strong analytical and quantitative skills with the ability to interpret complex data and trends.
• Advanced proficiency in Microsoft Excel (pivot tables, formulas, charts).
• Solid understanding of WFM concepts such as forecast accuracy, occupancy, shrinkage, schedule efficiency, and interval planning.
• Excellent communication and collaboration skills to interact with stakeholders across functions.

Desired Skills

• Familiarity with multi-channel environments (voice, chat, email).
• Experience in a 24/7 operational setup or global workforce support model.
• Experience supporting multi-channel and multi-site/global operations.
• Familiarity with workforce planning models, Erlang C, or other forecasting methodologies.
• Exposure to BI and reporting tools such as Power BI, Tableau, or SQL.

Qualification:

Total industry Experience

Please share your cv at surbhi.malhotra@nlbtech.com