Workforce Management

Job Description

Outpace Consulting Services is seeking a skilled Workforce Management Lead for a leading ITES company. In this role, you will be responsible for planning, forecasting, scheduling, and managing staffing resources, particularly within contact center environments. Your primary goal will be to balance cost efficiency with service quality by ensuring the right number of people are scheduled at the right times to effectively handle customer demand, preventing both overstaffing and understaffing. Key Responsibilities: Forecasting & Scheduling: Apply your expertise in Forecasting, Scheduling, and Capacity Planning to optimize staffing levels. Capacity Management: Execute capacity ramp-up and ramp-down strategies across all Lines of Business (LOBs). Productivity & Efficiency: Drive productivity and cost efficiency by systematically challenging operations teams across multiple geographies. Analytical Problem Solving: Leverage a strong analytical background to standardize workflow activities, analyze complex data, and resolve a wide range of short-term and strategic problems. Relationship Management: Build and maintain successful relationships, with a proven track record of generating and managing plans, reports, and analyses. Risk Mitigation: Mitigate capacity risks by identifying and communicating dependencies across multiple operating units and sites, and actively managing expectations. Performance Reporting: Manage the analysis and reporting of daily, weekly, and monthly site performance using Key Performance Indicators (KPIs). Industry Best Practices: Apply an understanding of the latest industry-wide Workforce Management (WFM) practices for both Voice/Non-Voice & Back Office (BO) operations. Required Qualifications: Experience: Overall 6 years of experience , with a minimum of 3 years in Customer Service & Operations Management in ANZ Utilities & Voice / Blended Operations . Minimum 1 year of WFM Lead experience . Minimum 3 years of International BPO experience . Skills: Excellent knowledge of Excel & Macros . Good communication and interpersonal skills. Strong analytical abilities. Ability to multitask effectively. Education: Any Graduate. To Apply: WhatsApp Hi to +91 9151555419 . Then, follow these steps: Click on the Start option to apply and fill your details. Select the location as Other (to get multiple location options). For Kolkata , type: Job Code #196 For Chennai , type: Job Code #553