Workforce Services Specialist - Bangalore

Job Title:

About the Role

Workforce Services Specialist

You will play a key role in partnering with cross-functional teams, influencing decision-making, and ensuring seamless execution of workforce strategies.

Key Responsibilities

• Develop and maintain comprehensive capacity plans that align workload forecasts with staffing requirements.
  
• Analyze historical run rates, efficiency assumptions, and shrinkage to model capacity needs across multiple lines of business.
  
• Conduct scenario modeling to assess the impact of various business strategies, operational changes, or unexpected events.
  
• Partner with Forecasting, Scheduling, and cross-functional teams to align capacity plans with hiring timelines, training schedules, and budget constraints.
  
• Translate capacity models into actionable headcount and hiring plans, ensuring service level and efficiency goals are met.
  
• Build and enhance capacity planning models and tools using advanced Excel and workforce management systems (e.g., NICE IEX, Genesys).
  
• Identify and escalate capacity risks and propose mitigation strategies.
  
• Manage supply versus demand gaps and communicate effectively with planning and operations stakeholders.
  
• Provide executive-level reports and presentations with clear narratives, assumptions, and recommendations.
  
• Mentor and support junior planners and schedulers, guiding them in optimizing schedules and minimizing customer impact.
  
• Work closely with forecasting teams to understand demand planning and its effect on capacity planning.
  
• Create process maps, SOPs, and working instructions for owned areas.
  

Required Skills & Experience

• 5+ years of workforce management capacity planning experience

  , preferably in a contact center, sales, retail, or service operations environment.
• Advanced proficiency in

  MS Excel

  ; strong analytical and modeling skills.
• Hands-on experience with workforce management systems such as

  NICE IEX, Genesys

  , or similar.
• Strong knowledge of contact center KPIs (AHT, shrinkage, service level, occupancy) and their impact on workforce models.
  
• Experience in budget planning and FTE forecasting.
  
• Strong business acumen with the ability to link workforce metrics to operational and financial outcomes.
  
• Excellent problem-solving, analytical, and decision-making abilities.
  
• Exceptional communication skills — both verbal and written — with the ability to simplify complex data into actionable insights.
  
• Ability to thrive in a dynamic environment, managing multiple priorities under tight deadlines.
  
• Demonstrated leadership in managing small teams or initiatives.