Workforce Management Specialist

Job Description

Job Title: Workforce Management (WFM) Specialist / Analyst Location: Udaipur Job Type: Full-Time About Us: Fusion Business Solutions (P) Ltd is one of the leading BPO outsourcing companies based in India, with offices in USA and UK. Precisely, we help businesses in their administrative, recruitment, and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs. Role Overview: We are seeking a Workforce Management (WFM) Specialist to oversee and optimize workforce planning, forecasting, scheduling, and real-time monitoring. The ideal candidate will play a key role in improving operational efficiency, ensuring staffing alignment with business demands, and driving performance excellence across outsourced teams. Key Responsibilities: 1. Forecasting & Capacity Planning Analyze historical data and client trends to predict staffing needs. Develop accurate short-term and long-term forecasts for workforce requirements. Work with operations teams to ensure proper workforce allocation based on SLAs. Optimize headcount planning to balance efficiency and service quality. 2. Scheduling & Real-Time Management Create, manage, and optimize schedules for outsourcing teams across different projects. Monitor real-time adherence (RTA) and adjust staffing to meet demand fluctuations. Implement workforce strategies to manage absenteeism, shrinkage, and overstaffing. Collaborate with client teams to align schedules with service level agreements (SLAs). 3. Performance Monitoring & Reporting Track key workforce performance metrics such as occupancy, productivity, and service levels. Generate detailed reports on staffing trends, adherence, and operational efficiency. Identify inefficiencies and provide recommendations for process improvements. Work closely with clients and internal stakeholders to ensure WFM strategies align with business objectives. 4. Workforce Optimization & Compliance Utilize WFM tools to improve workforce planning. Ensure compliance with labor laws, client policies, and contractual obligations. Implement automation and AI-driven solutions to optimize workforce operations. Collaborate with HR, operations, and IT teams to enhance workforce-related processes. Required Qualifications: Bachelors degree in Business, Operations Management, or a related field (or equivalent experience). 2+ years of experience in Workforce Management, preferably in a BPM or outsourcing environment. Proficiency in WFM tools . Strong data analysis skills with experience in forecasting and reporting. Knowledge of BPO operations, SLA management, and client engagement . Excellent communication and problem-solving skills . Preferred Qualifications: Experience managing workforce planning for multiple clients/projects . Knowledge of global workforce trends and remote team management . Advanced Excel skills and experience with data visualization tools (Power BI, Tableau) . Familiarity with AI-driven workforce optimization tools.