Workforce Management (WFM) Specialist

Role Overview: Join our Mumbai team as a Workforce Management (WFM) Specialist! Ensure we have the right staff at the right time to meet our goals. If you excel in monitoring workforce performance, predicting staffing needs, scheduling, reporting, and continuous improvement, we want you! Key Responsibilities: - Ensure the correct number of staff with the right skills are available at the right time to meet organizational goals - Forecast demand, schedule, monitor in real-time, and report to optimize workforce productivity and efficiency - Monitor workforce performance to ensure adherence to schedules and manage deviations - Analyze historical data and trends to forecast staffing needs - Develop and maintain forecasting models to predict call volumes and customer interactions - Generate and analyze reports on workforce performance, attendance, and schedule adherence - Continuously evaluate and improve WFM processes and practices - Act as a point of contact for all WFM-related inquiries and issues Qualifications Required: - Excellent communication and people skills - Available to work in US Shift (06:30 PM to 03:30 AM IST) - Knowledge of labor laws and regulations related to workforce management - Strong analytical skills with proficiency in forecasting and scheduling software (e.g., NICE, Verint, or similar) - Minimum four years of work experience in a call center or customer service environment - Proven experience of at least five years in workforce management or a related role is desired - Any bachelor's degree with relevant certifications (e.g., CWFM, CCFP) is preferred,