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Job Summary: We are seeking a highly analytical and organized WFM Forecasting & Scheduling Manager to join Workforce Management Analytics team. This role is responsible for developing accurate short-term and long-term forecasts, building optimized agent schedules, and partnering with operations to ensure staffing aligns with service level goals and business needs. The ideal candidate will have experience in workforce planning, a solid understanding of WFM metrics, and hands-on experience using workforce management tools, particularly Genesys WFM . 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: Any Graduate Total industry Experience - 6 plus years of experience in WFM and 4+ years as role of WFM Forecasting and Scheduling Please share your cv at surbhi.malhotra@nlbtech.com
